I booked this hotel based on good reviews on this site, and also got a good rate that included room service breakfast and late checkout. We stayed for three nights right after Christmas.
The front desk staff were always understaffed and poorly trained. There were problems with the breakfast coupons. The woman checking us in didn't have the correct ones and we had to wait until she could find the right ones. (More about that later.) The first room we were assigned had wet paint signs and clearly smelled of fresh paint. When dragging our bags back to the elevator to have our room reassigned, we found another couple who were given another wet paint room. There obviously was no communication between the maintenance staff and the front desk because they were assigning rooms to people checking in that were freshly painted. We were then assigned a new room. When we got to the second room neither key worked. Luckily, there was a bellman who let us into our room. That room had two double beds. My confirmation was for one king bed. This time my husband waited while I went back down to the front desk for a third time. Turned out the person who had assigned us the second room had transposed the room number. Finally the third one was the room we had requested but it took a solid half hour back and forth waiting at the front desk and going up and down in the elevators to finally secure our third and satisfactory room.
The room itself was very large, had free, but slow Internet access, a comfortable bed but only one sheet. I personally prefer two sheets, covering both sides of the blanket.
On the first morning we ordered breakfast and it came more quickly than expected and was very good. The only problem was that when I gave the room service person the coupon he insisted that I should have been given two, one for each breakfast. I was only given one for each day. Apparently all of that waiting for the correct coupons still was not without problems. He ended up taking the one coupon and said he'd straighten it out with his supervisor. We were in a rush to get out the second day and didn't get breakfast, so on the third day when we had room service I presented both coupons that I had left and the room service person was satisfied with that. The second breakfast also came more quickly than anticipated and was hot and very good.
Upon checking out there was a problem with a gift card I was using to pay for part of the bill. There were only two people at the front desk and the woman helping me repeatedly requested the gentleman next to her for help and he ignored her. She was finally able to resolve the problem but with no assistance from her co-worker.
To sum up, the room, once we got to the third one, was good. The location near the airport and freeways was convenient. The room service staff were extremely efficient. The bell staff were consistently pleasant and professional. The front desk was severely lacking in not only short staffing, but also proper training. With better management, the problems experienced at the front desk could easily be remedied. The rest of the staff made up for their incompetence. I would consider staying here again if I wanted to be close to the airport and if the rate was reasonable.
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