4/10 Poor
AMY, Elberfeld
Travelled with partner
4 Aug 2024
Liked: Property conditions & facilities
Disliked: Staff & service
Let's start by saying that the hotel facility itself is just fine. Safe, convenient, newer building. The hotel needs to post a consistent message on it's site stating that if you arrive earlier than 3pm and wish to check-in, you will not be allowed to do so without paying a $25 fee even if the room is ready and available - even if you arrive 30 minutes early or 1 hour early. We called the day before and asked about early check in and were told to just call prior to arrival to see if a room would be available and that was fine with us. We called on the way when we were approx 1 hour away and were told at that time that there would be a $25 early check in fee which we were not told about the day before. We decided to stall around and grab lunch before heading to the hotel around 1:45 pm in hopes that we could at least get into a room then just to change clothes in order to get to our daughters graduation. A family in front of us experienced the same thing we did. They were not told until they were there trying to check in just a little bit early that they could check in if they paid $25. They also refused to pay and said that they would just wait around. The front desk associates explained to my husband that this was policy and that even at her last job at the Marriott that they had the same policy; yet, the person on the phone didn't seem to know about that policy. We have stayed many places and have never been met with this type of non caring and non understanding.
AMY
Stayed 1 night in Aug 2024