My flight was canceled, so I booked a one-night stay at this hotel. Before arriving, I called the front desk to ask about the airport shuttle service and was told that I might need to wait about an hour for pickup.
I waited at the designated hotel shuttle pickup area for 1.5 hours. During that time, I saw shuttle buses from Hyatt Regency, Super 8, and many other hotels multiple times, but never the shuttle from this hotel. I called the front desk again to ask for an estimated arrival time. The staff explained that the shuttle required about an hour because it had multiple drop-off locations (google map showed 13 minutes driving distance from airport to the hotel). I informed them that I had already been waiting for 1.5 hours, but they still insisted it would take longer.
Eventually, I had to spend $60 to take an UberX to the hotel. When I arrived, I saw the hotel shuttle bus parked there without a driver. Since Uber service late at night is limited and expensive, reliable shuttle service is especially important for stranded travelers. We do not expect every hotel to provide an airport shuttle, but if the service is advertised, it should actually be available. Misleading advertising is not the right way to do business, and it damages customer trust.
In addition, when I checked in and asked about the breakfast schedule, the front desk informed me that my reservation included breakfast for only one person. However, my booking confirmation clearly stated that breakfast for two people was included in the rate.
I truly regret choosing this hotel for my stay.
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