Very disappointing stay. I paid extra for a “stadium view” room based on the hotel’s advertised photos, only to discover that a new stadium under construction significantly blocks the view. This was never disclosed during booking.
The customer service was poor from arrival to departure. Valet service was disorganized, repeatedly interrupting my check-in and often unavailable when returning to the hotel. My family and I were also forgotten in the lobby for nearly an hour during check-in.
The biggest issue was the room itself. The air conditioning unit made a loud squealing noise all night, making it extremely difficult to sleep. When I reported the problem, the only solution offered was a noise machine. No room change or meaningful assistance was provided.
For the price paid, I expected honest advertising, better customer service, and a comfortable room. Unfortunately, this was one of the worst hotel experiences I’ve had.
Response from the property
Dear Jonathan,
We are sorry to learn that your stay did not meet expectations. We regret the disappointment with the view from your room. Unfortunately, the ongoing construction of the new Nissan Stadium is outside of our control. We understand how this may have impacted the experience, and we genuinely appreciate your patience during your stay. We also apologize for the maintenance concern with the air unit in your room. We regret that the resolution provided did not adequately address the situation, and we will share your concerns with the appropriate teams to ensure this is looked into and resolved at the earliest.
Additionally, we are sorry for the service shortfalls you encountered during both arrival and throughout your stay. Delays during check-in and inconsistencies with valet assistance are not reflective of the level of hospitality we strive to provide. Please accept our sincere apologies for the inconveniences you experienced. We appreciate your feedback and will address your comments with the teams for review and improvement. Thank you for sharing your experience, and we hope you might consider visiting us again in the future.
Thank you,
David Arts
General Manager