The location of this hotel is great, but unfortunately our experience was disappointing. The lobby was under remodel, so check-in was on the lower level. We arrived early, hoping to check in, but no rooms were ready. The front desk took my credit card, had me sign, and told us to come back after 4 pm for our key. We assumed this meant we were checked in but just needed the key which we would get when we returned.
When we returned around 5 pm, the line for check-in stretched all the way to the door — over 100 people waiting. Since my card had already been taken and I had signed, I assumed we were checked in and only needed to pick up a key. However, the concierge informed us that we had not actually been checked in and would have to wait in line. This was extremely frustrating, especially since we had dinner and show reservations that evening.
When we spoke to a manager, we were told no queen rooms (the type we paid for) were ready and that we would need to wait another half hour. She did offer us a double or Murphy bed instead, but this felt unacceptable given that other guests who had also been told to “come back later” were in the same position. It also became clear that elite members are given priority over regular guests, which only added to the frustration.
Overall, while the location is convenient, the check-in process was disorganized and understaffed, leaving us with a very poor first impression.