This hotel was a huge disappointment. The staff was unhelpful and rude, particularly Kitty from reservations. She showed no professionalism or willingness to assist.
Due to severe weather, both my United Airlines flight and train were canceled, and I submitted full documentation. Despite this, Kitty refused to make any exceptions or even offer partial assistance, citing the nonrefundable policy with no empathy for the circumstances.
I understand policies, but when genuine emergencies happen, hotels that value their guests show some flexibility. Unfortunately, this property chose not to.
I will not return and would not recommend this hotel to anyone expecting even basic customer service.