Dear DTravelDiva, First and foremost, Happy belated birthday!! Please accept my sincerest apologies for the unsatisfactory experience you had during your check in process. Please know that what you describe is not the level of service expected of our employees and our product. I have shared your comments with our team members and we will focus in on ways to make sure that this does not happen again. We value your feedback and we are certainly glad to know that your enjoyed other aspects of your recent stay. You deserve much better as a guest of our hotel, and we hope that you will give us another chance to show you the real, world-class experience upon which we’ve built our reputation.