6/10 Okay
Julie, Morgantown
Travelled with family
4 Aug 2024
Liked: Cleanliness, amenities, property conditions & facilities
Until now, this has been our favorite hotel in Pittsburgh. It’s modern and clean, and the location is ideal. That said, our last visit was disappointing, which was extra frustrating since we were in town celebrating our 10 year anniversary and my husband’s birthday. The posted check-in time is 3pm. We arrived at 4:15pm expecting to have immediate access to our room and were told that the room wouldn’t be available for another 30 minutes. There was a lobby full of other guests in the same boat. Stated reason was that hotel was fully booked and housekeeping was running behind, which isn’t a legitimate excuse at all as the hotel would have known of its occupancy ahead of time and should have better planned with adequate staffing. The fact of being fully booked shouldn’t be a burden that shifted onto guests. We finally checked in at 4:45pm. No apology was offered, nor were any amends made to make up for the late check in, such as a discount or credit on our bill for parking, drinks, or breakfast at the restaurant. Even a nominal gesture would have been appreciated. Due to the late check-in, we felt rushed instead of relaxed getting ready to make our dinner reservations. We already completed another survey noting our disappointment with the late check-in, and still, no one from management reached out to apology or make it right.
Julie
Stayed 1 night in Aug 2024
