I arrived about 215PM on a Sunday and was immediately told by a rather rude lady that I was early and she would have to see if there was a room for early checking. After speaking Spanish on the phone in front of me, she informs me it would be after 3 for a room. It was just the way she is telling me, that felt like she was enjoying it.
I sat in the lobby until the football game hit half time, about 25 minutes. I then walked over to the desk and asked of a room had opened up. She immediately said without even checking, I told you it would be an hour. I said no, you said after 3, but I thought I would ask since it had been 25 minutes. All this time I am trying to be pleasant.
I went out to the car, called up the Marriott app on my phone and found another Courtyard 10 minutes away and made a new reservations and cancelled the one at this hotel.
I left, never to return.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 19, 2012
Thank you providing us with feedback concerning your recent experience with our hotel. While we always do our best to accommodate arrivals prior to check in time which is 3:00pm, there are times when our occupancy doesn’t allow us to expedite room turnover as quickly as we would like to. Unfortunately the weekend you had reservations with us we were full and there were no rooms available when you arrived. We understand that our guest services representative speaking Spanish over the phone made you uncomfortable and I apologize that it did. However the housekeeper who was to clean the room you were checking into speaks Spanish as her first language. Our agent was confirming with her with when the room would be ready.
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We always appreciate any comments that can help us to continuously improve on customer service. Our goal is to always exceed our guest’s expectations. Once more, thank you for your feedback. We hope we have another opportunity to better showcase this.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.