Nikki H.
Yelp
Dealing with this hotel is an absolute nightmare, which is unfortunate because the concept is so cool and the staff are wonderful. I definitely DO NOT RECOMMEND though. The nightmare started when our room for the Super bowl was canceled because they claimed we didn't pay up front. They emailed in October saying it had to be paid and after confirming with hotels.com that I did, in fact, already pay up front, I then called the hotel and the receptionist said he would "make a note." He apparently did not make the note because we were canceled and only found out a day before our trip. So, during the busiest and most expensive event of the year, we did not have a room.
After some freaking out, the hotel manager did get us a room, but said they could not honor our original price of $458.08 per night since the current rate is $799. We went from paying $789.69 for two nights to $1857.88! Not sure how any of this is fair considering I snagged this hotel booking in June 2024 in order to avoid super bowl price gouging.
As if that wasn't bad enough, they promised we were getting an upgraded suite that normally "sells for $2599 a night" but when we get there we don't actually have the suite, we have the "add on" to the suite that is actually smaller than our original room by 26 sq ft and in a worse location directly next to the suite that has open windows to the venue. The first night we were there, someone tried to get into our room at 2am, but luckily we had our side locked.
The fun is not over yet- I talked to enough people at hotels.com until I got to someone that approved comping the price difference of the room so I was going to let everything go- including the fact that the ice machine didn't work, the conditioner pump didn't work, the safe wouldn't open, housekeeping didn't come the first day, it was hotter than he'll in the room with NO THERMOSTAT, and the room has barely any lighting- but we go to check out today and I ask for a printed bill so I had a physical copy after all the mess. This hotel is so incompetent I should have looked at the bill because apparently I paid for someone's Expedia room for NEXT WEEK! She asked me the last four on my card and I said no, and without checking the name on the card to the reservation, she just changed the number. There clearly has not been enough training to staff and the facility does not know how third party booking works. I highly recommend avoiding this motel! It's not cool enough to deal with this level of inaptitude.