2/10 Terrible
Mirna
Travelled with partner
21 Aug 2025
Disliked: Cleanliness, staff & service, amenities
Terrible customer service. Arrived to the hotel around 11:40PM first receptionist told me it'd be a 30 minute wait because the group in my room before us was smoking and they needed to clean the room and get rid of the smoke smell. 12:30AM I tried checking in again and was told it'd be another 30 minute wait due to the room still smelling of smoke. At around 1AM I tried to check in again and the 3rd receptionist told me he was not sure if the room was available because housekeeping was not usually there that late and the room still smelled like smoke and they didn't have another renovated room for me. I asked him to check with his manager if the room was ready because it was already Sunday at 1AM and my room should have already been ready for my party by 4pm check-in. They finally gave us the keys to our room after almost 2 hours of waiting and when we got to our room it was not even the room we booked. I booked the king suite high floor and we were given a 2 double bed suite on the fifth floor. I did not argue it because they already gave us a very hard time checking in to begin with and we had a long day of travel. Upon check-out we were charged a smoking fee even though my party did not smoke a singular time in the hotel room and instead went downstairs to the designated smoking areas in the casino or outside to smoke. Manager gave me an inaccurate AQI report for the hotel room at the time of the previous guests' stay and told me she couldn't help us.
Mirna
Stayed 3 nights in Aug 2025
