This is the second time I stayed at this hotel, I made a mistake that time and didn't let them know I was wishing an early arrival. I am disabled and therefore I did not want to be waiting in the lobby for a check in time at 4:00 p.m. That first visit we were checked in around 2:00 p.m. which wasn't too bad of a wait. We come from Canada and we always clear customs early in the morning rather than line up for over two hours if you pick too late of a time to cross the border. This last stay I talked to Paula and requested an early arrival, she agreed to do her very best. She also asked would I need a disabled room I advised no. When we checked at the desk what time we could possibly have our room we were told to come back at noon, which we did. The girl at the desk at noon was not as friendly and kept saying check in is 4:00p.m. I tried to explain I requested an early arrival and I am disabled and would appreciate if she could check us in early, she informs us the rooms aren't clean yet and come back at 2:00 p.m.. My daughter and I decided to go to La Conner and have lunch we stalled there as much as we could but I was starting to get tired; we returned back to the hotel at 3:15 p.m., the girl now at the counter tells us our room wont be ready until 4:00 p.m. on the button. We all got really upset, and then she said she would down grade us to find a ready room, she looked into her computer and then tells us none of the rooms are ready, come back at 4: p.m. We sat in the lobby, and boy are we really mad; we then start seeing a lot of people checking in, ten minutes to 4:00 pm we go back to the counter and asked why other people are checking in, she looks into her computer and says oh okay I can get your room ten minutes earlier than promised. We were very upset and feel these three girls deliberately delayed us getting our room before 4:00p.m. Even while this was going on I asked to speak to the manager and I was told there was no manager on duty that day. I later found out there was a manager on duty, I also talked to the cleaning staff and was advised our room was ready before 3:00 p.m. in fact the whole floor was ready before 3:00 p.m. We cancelled our stay for the next night, but later we re-booked as we were going whale watching the following day and knew we would be too tired to drive home. The day of the whale watching we spoke to the manager on duty Amanda, she was horrified the way we were treated, and would check into why those girls took such a stand with us. I hope those girls will be retrained and learn better customer service skills. On a positive side I wish to say the suite we had was fantastic and the view we had was very much enjoyed by us, especially me. I also want to thank Amanda for her concern and regrets that our check in request was not honored or any effort made to get us into our room earlier than 4:00 P.m.
- Official Description (provided by the hotel):
- Swinomish Casino & Lodge includes 98 luxury rooms, all 100% smoke free, overlooking the Padilla Bay and San Juan Islands. 13moons Restaurant features flavors of hand-cut Alder wood grilled seafood, meats and the freshest flavors of the Northwest. In addition to 13moons, the Swinomish Casino & Lodge features dining options to satisfy any appetite including, the Two Salmon Cafe and 10 Sports Bar. With Las Vegas style gaming, the Swinomish Casino & Lodge features 800 of the latest slot titles, table games including Black Jack, Craps, Roulette, Pai Gow, Poker and Keno. The Wa Walton Event Center boasts 9,000 square feet of multipurpose meeting and convention space with flexible breakout rooms along with 6,000 square feet of pre-function space for gatherings and networking events. ... more less
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