We encountered a booking issue during our stay. We specifically chose a ground-floor unit on Hotels.com due to mobility concerns. Prior to arrival, I contacted the hotel to request a mattress topper, as I knew the beds could be quite firm. However, the hotel informed us that the ground-floor rooms in the same category were sold out, likely due to direct bookings. They offered us an alternative room type, but it came with an additional $25 per night charge.
The entire process was frustrating, as communication via email felt impersonal, with little accountability on their part and a clear push for more money. Despite this hassle, the actual stay was still pleasant. The location is excellent, and the rooms were comfortable, quiet, and clean. The decor could benefit from a refresh, but overall, it was a fine experience.