"I want to start by saying the front desk agent was friendly when we first checked in. Unfortunately, the experience quickly went downhill after that.
We received our first room key and went upstairs, but it didn’t work. The key flashed yellow instead of green, and it sounded like someone might already be inside the room. I went back downstairs to let the front desk know. She insisted the room was assigned to us and nobody should be in there, but gave me another key.
The second key didn’t work either. We went back downstairs and she apologized and gave us a different room. We went upstairs again — that key didn’t work either. At this point we had already made several trips back and forth.
On the fourth trip downstairs I was getting frustrated and let my daughter speak with her. She sent us back upstairs again with another key, but this time the lock didn’t even register the card.
When we returned again, she questioned whether we were using the key correctly, which was frustrating. After about 30 minutes and six trips up and down, she finally checked the door herself and confirmed the key system wasn’t working.
Eventually we received a room that worked. My issue isn’t the malfunction — things happen. The problem was how the situation was handled and repeatedly being blamed for something that wasn’t our fault."
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