I made a reservation a month in advance through the hotel's website and pre-paid for a suite with patio. When I arrived at the hotel, the desk clerk had me sign the paperwork and THEN told me there was not a suite for me due to an error in their reservation system. He said the manager left a note authorizing me to get a regular room at a discount -- $40 off the full rack rate. The desk clerk was not at all apologetic for their error, and when I asked to speak to the manager she was also unapologetic. I felt I had been given a "bait and switch" by the hotel, and since they already had my money I could not take my business elsewhere. When I finally got the manager to begrudgingly allow me a room for more of a discount (still only $85 off the rack rate), I had to argue with her to get her to issue me a refund of the money I had already paid. She insisted she would be on duty in the morning and would give me my refund when I checked out. I persisted in requesting it be given to me right then. When she finally relented it took her nearly 15 minutes to process it. I found this insulting -- if I had requested an upgrade and was paying for it, they certainly would have run the charge immediately and quickly. The room was ok, but seemed to be 1/4 the size of the suite I had booked. To cap it all off, the difficulty checking in and the feet dragging by the manager made me late and I missed one of the performers I had been looking forward to seeing at the concert I went to that evening. The rooms themselves are decent enough, but the "service" here is beyond horrible.







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