“I'm not sure who was working the desk at 10:30 last night but she was very rude. We work in the travel industry and are very familiar with how airport shuttles work so I asked when the van was. She told me every 30 minutes. I asked if that was on the hour and half hour and she just repeated her answer- every 30 minutes. Since she never really answered my question, my colleague and I asked to sign up for the 8:00 van which she never actually did. We were downstairs at about 7:40 and outside by about 7:55. At 8:03 I asked about the status of the van and was told it had already left that we would have to wait until 8:30. I asked how it had left because we have been here and she said he doesn't come in he just parks outside. I had been watching, though, as I do this frequently. I told her we would just Uber but I guess she called the driver who informed us no one had been signed up for the van. Robert, the driver, was very kind and professional and drove us to the airport anyway. Thank you Robert! The hotel was very, very nice and extremely clean. The bed was one of the most comfortable hotel beds I have ever had and that says a lot as I travel for work 3-4 times a week! Nice breakfast selection available and convenient location to the airport.”

“Service was very rude and belittling, they behaved as if you were bothering them by asking for basics. Example: I asked for a coffee machine for my room which we never got and was told I could get coffee 'down here, in the morning'. It was said like, I was being told when they would permit it. Even though my request was kind & clearly understood that I wanted to make some in my room that evening. I did not ask for anything special, that wouldn't be done for any guest. Later I returned to the "snack shop" which was almost completely empty; there were no snack machines, just vending machine drinks. When it was my turn, I approached the desk with my items, all 3 employees carried on about a 15 min. conversation after tell me a total & while in possession of my credit card I had to hand them because they said 'had to be put in manually' and *before letting me swipe it first...?* I stood there (during the 15 mins.) Waiting for a receipt & my card back; my fiance was concerned with how long I was gone and called me on a video to check on me & heard how unprofessional they were being and said he would come down stairs and drive me to a store if I wanted him to. I again politely, verbalized my concern with how long it was taking. I finally heard typing/sounds of processing -- Only AFTER asking to get my card back (thinking it was a machine issue) and said they could just charge it to our room (different card on file) if it was easier. no receipt, but it did go through and my card was given back. Thankfully my bank sent a normal transaction alert from my bank while I was entering the room with the snacks I purchased. Unfortunately, I had to call downstairs immediately to inform them that I was overcharged for the items I just purchased downstairs. Previously nothing seemed odd about manually inputting my card until I was overcharged which took multiple requests correct. That is why I have 1 star on service.”