"I am writing to formally raise concerns regarding multiple issues during our recent stay. Unfortunately, the experience was extremely disappointing and stressful, especially while traveling with children.
At mobile check‑in, I was offered an upgrade to a suite for $82, which I accepted. At the end of the process, the system glitched and stated the room was unavailable, instructing me to speak with the front desk. After waiting in line, the agent instead offered a “better” room described as 1,500 sq. ft. for an additional $115, which I accepted. However, upon entering the room, it was clearly less than half the size promised and nowhere near what was described.
I had to return to the front desk again, at which point the manager asked us to move to another floor. This resulted in multiple room changes while traveling with kids, which was extremely inconvenient. To make matters worse, we had four rooms booked, so the misinformation and disruption affected our entire group. The lack of clear communication and repeated misrepresentation turned what should have been a smooth upgrade into a nightmare.
The most unacceptable issue occurred after checkout. When we went to the parking area, my friend’s car had been broken into and three suitcases were stolen from the hotel parking lot. We had paid $20 per night for parking, yet there was clearly no effective security. This incident caused significant financial loss and emotional distress and raises serious questions about guest safety."