"The hotel itself is excellent—brand new, clean, modern, and well maintained. The amenities and overall atmosphere made for a pleasant stay.
Unfortunately, our check-in experience on the evening of May 31 was disappointing. The front desk associate was on a phone call for about ~10–15 minutes while guests waited in line and did not acknowledge anyone waiting. A simple greeting or update would have gone a long way. When we finally checked in, it was difficult to get clear answers to questions about parking and Wi-Fi, and even the handwritten room number was hard to read.
I was also disappointed by the booking experience. On Expedia, breakfast and parking were listed as “Available,” with no option to select them separately during booking. I assumed they were included in the room rate, so it was surprising to learn they came at an additional cost. While Expedia may use “Available” to mean “available for an extra charge,” I found that wording misleading. Travelers should not have to search through fine print to understand what is included.
On a positive note, the front desk staff the next day were outstanding. They were friendly, professional, answered all of our questions, and provided helpful recommendations about the city.
Overall, the property is excellent, but the check-in experience and lack of clarity around additional charges left room for improvement."
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