We checked in at 3am, the front desk attendant couldn't find our reservation and explained that he may have accidentally deleted it. Thankfully, they offered a better price than the travel site we tried to book through. We did however get a downgrade from one king bed to two queen beds which made it crowded as we had a pack and play for our toddler. The first thing that I noticed was that the hallways and stairwells were filthy and smelled like smoke. The room itself seemed clean, but the community areas were clearly ignored.
Our first few days were fine. The construction was disruptive to our toddlers napping but it's understandable that repairs have to be made. On our third night (tonight) there was a group of young people running through the halls periodically from 9pm on. I talked to the front desk around 2:10am and was told that they had seen the people running around on security cameras and if they didn't settle down by 2:30am then the manager would be informed. On my way back to our room I noticed an open container of alcohol in the hallway. I went down again at about 3am with my cranky toddler to complain and the manager happened to be in the lobby. He said that all they could do was comp the room for the night. Terrible customer service.
Thank you for taking the time to let us know about your stay. I apologize for the problems you experienced with our staff and hotel. Unfortunately, sometimes, third party bookings do not come through on time, and the room type doesn't always come through as what the guest had booked. We would have been more than happy to provide you with a king room at any point during your stay. I am happy that you did receive a discounted stay and a free night. The property is under a new management company, we are doing a lot of work to improve and really appreciate the feedback!