I am writing to express my extreme disappointment regarding the service we received upon checking in on 12/31/2025 around 6 pm.
The experience with the receptionist], was appalling. He was rude and initially insisted that we did not have a second room reservation, despite me presenting the confirmation email. When I politely asked him to review the system for the reservation under an alternate name, he refused. Instead, he insisted that we call Expedia and repeatedly expressed that third-party bookings were the issue.
I have never experienced such unprofessional treatment at a hotel.
Eventually, the reservation was located, but he then provided my son with the incorrect room keys twice.
This entire check-in process was frustrating and unacceptable. I expect a much higher standard of service, and I would appreciate a response addressing this matter.