Keely G.
Yelp
Horrible experience -- Came here to celebrate my 28th birthday. Was with my disabled uncle, aunt and young cousin and booked a suite, which cost over $1000 for the weekend and included a king bed and a full pull out couch, proving to be more than enough space for us all. When I went to check in, the male receptionist named Frank, who seemed to be the main guy there unfortunately, said I only had checked two people on the reservation and that we needed another room. I said that's impossible as I had booked a suite for this purpose. He continued to tap his screen which read "2", kept repeating the word impossible over and over again, and then yelled at me to show him my booking.com confirmation in order to prove his point/that I was wrong. Meanwhile the woman standing behind him at the desk looked horrified...It was so incredibly bizarre and unwelcoming to be treated this way -- as if I was trying to get one over on the hotel by not realizing it said max 3 on my reservation -- at a hotel with such incredible reviews nonetheless. I responded to his inept and rude customer service by saying that I understood him but he was not understanding me, and asked what we could do now to resolve this issue as we were absolutely not going to need another room. He stopped looking me in the eyes as he was talking to me and said he had to call his boss, which he did laughing and nervously shaking, making himself look even more weak and incompetent and subsequently making us all even more angry and uncomfortable. He told his boss that there were four adults trying to stay in a room (as if he was standing in front of a group of teenagers who had won a free hotel stay instead of a family of 4 who paid; also just because we're from the states doesn't mean we don't speak Spanish...) Ultimately, it was a very frustrating, unprofessional and inappropriate experience at a hotel that I was really looking forward to staying at. If he had done his actual job - or been good at it - he would have calmly explained their might be an additional fee for the extra person, which I would have happily paid if greeted by a glass of cava and manners. This experience with him ruined our first night here, and because of it I will not be staying here or at any of the other H10 hotels going forward. Also, two of our hotel keys stopped working after a day, the mini bar didn't keep drinks cold, and you are woken up by the sound of the cleaning service each morning. If you're going to spend the money, splurge and go 5 star or alternatively, just book an Airbnb or a 4 star that offers the same type of room with max 4 (did my research after this incident and there are numerous great hotels in the area which offer this room, confirm 4 people online, and actually fall below a $1K price point, so I paid more to be treated poorly).