We notified the property in advance that we would be arriving around 1:00 a.m. on Boxing Day and a reassuring email stated that staff would be available to check us in. However, front desk was completely unattended. We were instructed to call or text a number; texts went unanswered, and when someone finally arrived,were immediately told that we would not receive any Expedia status perks and were assigned Room One. The room is located directly behind the front desk and lobby,making it extremely noisy.Accessing the room was an issue, requiring multiple attempts before the key worked. While the room was large and included a kitchen and living area, it was poorly maintained. The laminate flooring in the bedroom was buckling, and the safe initially did not work.The most serious issue was that the door to the room did not lock. This was confirmed the following morning when we left for brunch. When we reported this to the front desk, the staff member on duty, Hector, was dismissive and rude, offered no apology, and showed no concern, simply stating, “This is a safe place.” When asked how he would feel staying in a room that didn’t lock, he shrugged and said his personality was “just like that.”Due to the room’s location and lack of insulation, sleep was extremely difficult both nights because of constant lobby noise. Not to mention our room was not made up. Despite booking six months in advance and staying during the holidays, we received no upgrades,no perks, and no verbal apology
