I had booked a pre-paid non-refundable rate for this hotel 2 months in advance. I know this hotel gets busy on football/event weekends so I made sure to book as early as possible. When I arrived at 8:30pm to check in after 13 hours of travel, I was told that a pipe had burst “in the room I was assigned to” so I was out of luck and they had no other rooms available. I asked to see a picture of the room and it was completely under construction with the wood studs exposed. This clearly wasn’t a last-minute issue and there was no forewarning. Since I booked through *******, the hotel didn’t do anything to try to help. I spent 2 hours on the phone trying to find a new hotel room since the city was basically sold out by that point. I had to move to a hotel a few miles away which required driving to my meetings instead of making the short walk which was the whole point of staying at this hotel. I was not offered any help from the hotel staff. I tried to call the manager the next day and was sent to voicemail. I never received a return call, apology, or better explanation as to why I was the only room that couldn’t be fulfilled. Multiple people checked in after me & I had colleagues arrive the day after me and they received their rooms. It was a very shady experience with terrible customer service. Why book a hotel 2 months in advance on a pre-paid rate if you will then get booted from the hotel?!
My experience was very good. The hotel is being totally renovated and will be completed in October. The halls smelled fresh and clean and everything in common areas was clean and in good condition. My room was clean and also in good condition. The couch and drapes, wallpaper and paint looked so good, I thought it had been remodeled, but they told me it hasn't been, yet. Bed was comfortable and internet and A/C both worked well.