6/10 Good
Jan 29, 2025
4 hour check in.
We drove 5-5 1/2 hours from Las Vegas Nevada only to arrive to what was most definitely the worst check in experience I have ever had.
When we arrived to our unit, the lockbox already had the code entered and there was no key fab in it. The front door was unlocked and there were no keys on the desk as check in instructions implied.
I called a couple different numbers that were provided in emails for and ended up speaking to the same lady who was not helpful in any manner and her lack of due concern for the situation was far beyond frustrating.
I spent 2-3 hours answering her phone calls making zero headway with any type of resolve. She eventually stopped answering my phone calls.
I then messaged through Hotels.com saying I was locked out and instantly the maintenance fella Gil called me and tried multiple codes and instructions via telephone call. With no luck there he made his way down to the unit and tried reprogramming, taking the lock apart etc. after about 30 minutes or so we instructed him to go home and come back and try on the morning as it was almost 10:00pm.
At this point I was not called back or messaged by the other gal with any change in the status of the situation or even having given any concern for the severity of the situation.
Forward to this morning (1/28/2025), I messaged Gil asking when he was going to be able to make it here to give us a master key, he responded immediately with a timeframe to expect to have the problem finally resolved.
Jennifer
Jennifer, 2-night family trip
Verified Hotels.com guest review