"Upon check-in, we were assigned adjoining rooms (1826–1827). Both rooms had broken thermostats, leaving the rooms unreasonably cold completely inappropriate, especially considering there were young children (all under the age of six) present. W had to put two of our asthma children on their machines for treatment due to this and addition, the smoke detector in room 1827 went off continuously throughout the night. We reported these issues multiple times, both overnight and again in the morning. Despite repeated calls, no immediate action was taken.
It was not until approximately 10:00 AM that a staff member (Ricardo) confirmed the issues and advised that we needed to be moved. However, no room change occurred until after 6:00 PM an unacceptable delay of over eight hours. During this time, we interacted with a front desk employee named Ryan, who was dismissive, unhelpful, and unable to provide any resolution, citing staffing shortages and lack of management. This level of disorganization is not a guest’s responsibility to absorb.
When we were finally moved, there was no assistance provided no staff support, no luggage carts (we were told they were “lost”), and no effort to accommodate the inconvenience we had already endured.
Housekeeping never serviced our rooms during the stay. Not once.
We were later told by an overnight staff member (11 PM–7 AM shift) that we would receive a 50% discount for the affected night for both rooms.This was communicated clearly, yet no consist"