"Overall, we enjoyed our stay and had a positive experience. However, our first interaction with the morning staff member was disappointing. When I asked about the benefits we receive as Expedia VIP members, he was dismissive and incorrectly told us that there were no VIP privileges associated with our reservation.
Fortunately, the rest of the staff provided a much better experience. They were friendly, accommodating, and honored our Expedia VIP benefits, including allowing us a complimentary three-hour late checkout, which we greatly appreciated.
I would recommend that the hotel provide additional training to ensure all staff are familiar with the Expedia VIP program and the benefits available to eligible guests. Consistency in recognizing and honoring these perks would help create a better guest experience from the moment of arrival.
Aside from that initial interaction, everyone else we encountered was kind, professional, and very helpful, and we truly appreciated their excellent service."
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