After calling from the road to say we would be checking in late on Easter weekend, we were surprised to arrive at 11:45 pm, after a long day of travel, to find the hotel had given our suite to someone else. The night manager apologized, and offered us a $50 rebate on a much smaller room, and said a cot would be brought in (we were three adults and had booked and paid for a large suite). He promised that they would move us into our reserved skyline suite the following day, and for the rest of our stay. The next morning we packed up, left for the day, and returned after a play, once again at midnight, to find our reserved suite had been given to another guest; our packed bags were in the room exactly where we left them. This was completely inexcusable, especially as it required stressful negotiations two nights in a row on a precious 3 day vacation. I insisted they give us another room for our 25 year old son, especially as the smaller room they put us in turned out to be $75 less (not the $50 they offered), and to their credit they did. But I had to ask.
The rooms are nice and it's a great location, but if they don't honour their reservations, even after they deduct the amount from your credit card, how can the hotel be trusted?