The check-in service was a horrible experience. We had booked 2 rooms. First party arrived and checked in 1/2 hour before stated check-in time, and was told our 2rooms were beside each other. Check in time was 4 o'clock, we were checking in at 3:45pm similar to at least 10 others in line. When it was our turn to check-in, the staff member could not find our reservation. After several minutes she went to the backroom and conferred with her manager. Then she found our reservation but said room wasn't ready and that check-in wasn't until 4 o'clock, it was 3:50 pm and at several others had been checked in before us. Then we were told she would call us when our room was ready. At 4:45 pm, we went back to the desk to find out if we had a room yet. No call had been made to us. The staff then offered us a different room at the 'same rate' making out that we were getting an upgrade when in fact the same room was available at the same rate on Expedia when we booked.
We went to our commitment and returned to the desk to speak to the manager. Only the kitchen manager was there and said he would contact their customer service and someone would be in touch to remedy our dissatisfaction. We never received any communication from customer service. And in fact, they charged our room in addition to us paying through paying Expedia.
Terrible customer service!!!!!!