While I am normally a huge fan of any Residence Inn property, this particular location has a couple of issues with its staffing that are worth raising an eyebrow over. Let me first say that the standard amenities of a Residence Inn were all in place and as good as ever with a full breakfast buffet, a clean suite, and a good indoor pool among others. If these were for some reason below standards, I would not have been nearly as lenient with the 3 star rating.
The issue with this property lay within the staff that we encountered. When we first came to check in, we were informed that our reservation could not be found. The person at the desk acted tired and disinterested the entire time we were trying to iron out the situation. It is only fair to say that the issue with the reservation was NOT the responsibility of the hotel. This was an Expedia.com error that we do not hold the hotel accountable for. What we can hold the hotel accountable for is how their staff handled the situation.
There were any number of ways that this could have been handled that would have earned them a 5 star rating for service. But when we were told that the reservation could not be called up, it was done in a lazy sounding "I don't know and I don't care" tone and not a single suggestion was made as to how the situation might be remedied. WE had to take the initiative and ask all of the questions. We had the reservation paper in hand and all this person could repeat over and over again was "it's not our problem, it's Expedia's problem." When we asked specifically how it should be handled at this point, we were met with a shrug and a simple "well call them I guess." The attitude made us feel worthless and clueless instead of assisted. No offer was ever made to talk to a higher power. I had to inquire specifically if there was someone else who might be able to better handle the problem. The answer was yes but we were not to talk to that person. The staff simply went into a back room to talk to some unseen power which yielded zero results.
The situation was finally fixed when we asked what the rate would be for a fresh reservation seeing as we had not paid for the old one yet; it was to be a pay upon arrival deal. Yes, WE had to ask if this was an option. It was never made available to us. Finally, it was discovered that the same room was available for cheaper than the Expedia rate. Thankfully, this fixed everything but I feel as if this should have been the first thing offered when we realized that there was a problem.
That was by far the biggest problem that we encountered with the staff but during the whole time I don think I ever saw any of the staff smile. The breakfast attendant was cold and acted as though they'd rather be anywhere but there.
Again, I acknowledge that the reservation error was not the fault of the Residence Inn but a situation like that should be handled much more professionally by anyone in the hospitality industry. Overall, a nice hotel but with several issues in the staff.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.