I booked 2 rooms this hotel for my friends Bachelorette Party. We arrived and were told check-in wasn't until 3. We waited around and went to the rooftop pool, which was nice. Keith at the rooftop pool bar was wonderful!! Such a great bar tender and was so accomodating! At 3:00 the rooms still were not ready. At 3:30, 1 rooms was ready. The lobby was packed with people waiting on rooms, luggage everywhere and a bit of choas. We then got the key to our 1st room which was room 112. We booked our "rockstar" rooms with Fred the events coordinator. Well, Fred hyped up the rockstar rooms and even sent us a photo of what the room looked liked. Come to find out, "rockstar" means the cheap rooms and means the "LOUD" rooms close to the bar. Well, we had no idea of this. I even read a review on here that said request a room away from the bar because they can be very loud, so I did. Fred assured me our rooms were away from the bar, back by the pool. Well, anyways this room #112 is literally RIGHT in the lobby, which as a bar that's open all night. It looked like a sotrage room. The room was also very very tiny and literally in the lobby. It also WAS NOT the room that we saw in the pictures on the website that was called the "Rockstar room". So opened the door and immediately closed it. Turned 5 steps around to the front desk and said this room would not work for us. They told us they were completely book and that there was nothing they could do and that was the rockstar room we paid for. After some help from a manager and the concierge, Tyrell whow as wonderful, we got put in 118. It was only 3 rooms down from 112, but much better. It was still very small and nothing like the picture of the rockstar room so the bachelorette went back to the front desk to inquire about why we are in a room that isn't what we were told we would have. Our 2nd rooms till wasn't ready and it was 4:00 by now. After some persistence and another 20 minutes they gave us the keys to our 2nd room which was in another building and was the rockstar room from the pictures. This room was a little bigger and nicer. So, we were happy...enough. The hotel was clean, and although it had some funky smells it was nice and served it's purpose. The bathrooms are small, but nice and updated. I did also have a weird thing happen when I was sleeping on Saturday and random guy opened the door to my room at like 12:00 AM. He immediately closed it, but the door was locked so the only way he could have opened it was if he had a key. This was no ok! Again, the staff was very nice and made up for the frustrations. Just be careful when booking and make sure you know what room you are getting. All the rooms in the main building where you check in are VERY small and are the called the economy rooms NOT the rockstar rooms even if the desk tries to tell you different, show them the website!! If Fred books your "group" then make sure you are clear with him on what you're getting.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Good Afternoon Julia S,
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We value all of our guests feedback and would like to thank you for providing your honest and extensive review! Our check in is indeed at 3PM and can sometimes take longer depending on our availability from the night before. When we are completely sold out and some guests decide to do a late check out there is nothing that we can do about that. I am glad that you were able to experience Keith at the rooftop. He is absolutely amazing and knows what a great time is all about, not to mention his delicious cocktails! :) During our check in and check out times our lobby does tend to get a bit packed with people and their luggage. I am sorry that you were not completely satisfied with the Rockstar Room. I am sure that Fred figured you girls were here for a bachelorette weekend and here to party, and that room also includes a bottle of Vodka- so it would have been perfect for you girls. We do have Rockstar rooms that are in the back of the hotel away from the bar and lobby area. This was just a misunderstanding with our front desk. I am very glad to know that the manager and Tyrell were able to correct the issue and provide you with a more quiet room, that you were content with. We are a boutique hotel therefore our rooms are a bit smaller then your average hotel rooms. I see that you were content with the cleanliness of the hotel. Unfortunately sometimes the doors seemed to be closed but they are not. I will definitely inform the General Manager about this so that she is aware. If you don't hear the "click" sound then the door was not closed properly, meaning that someone can just push the door and it will open. The decor of the Rockstar rooms are different in both buildings, so they will not look the same.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.