Front desk staff was very kind. Beyond that, this is a very poorly run hotel. After checking in and receiving key, we went to room and found dishes in sink, beds unmade and unclean room. We returned to front desk and learned there were no more rooms with 2 queen beds. Without any other options, our family of 5 was given the key to a room with one king size bed. So we brought our luggage to that room. Shortly after arriving in the room, I found dead bugs towards the foot of the bed. I then found live bugs crawling near the head of the bed. We gathered all of our luggage and returned to the front desk again. Front desk was very apologetic and found another room. The third room was finally clean and bug free. However, in order to squeeze five people into the room, we were given a cot so we had 2 in bed, 2 on sofa bed, and one on cot.
Because I booked through Expedia, I was told any refund had to come from Expedia. I contacted Expedia before checking out and was told any refund required the hotel approve a waiver. I learned the waiver could only be approved by the GM, Lord. I have had 3 interactions with Expedia. I have called hotel and been told twice Lord would call me back. He has never called me back & has not responded to Expedia. No refund received. Very convenient way for hotel & Expedia to avoid issuing a refund. Avoid this hotel and realize that Expedia can avoid responsibility by saying the hotel must approve a waiver. Shady arrangement that deprioritizes customer.