"Our 8:00 PM flight was canceled around 11:00 PM, so I quickly made a reservation at this hotel and requested airport shuttle pickup. Unfortunately, the shuttle experience was the first sign of what would be a very frustrating stay.
We waited at the airport for over an hour, called the hotel twice, and eventually gave up and paid for an Uber. When we arrived, the lobby was packed with stranded travelers. Only two employees were working: the front desk clerk and the shuttle driver. Check-in moved very slowly because there was only one machine available to program room keys. To make matters worse, several guests were given keys that did not work or were assigned to the wrong rooms, forcing them to return to the crowded lobby and start over.
The next morning, I realized I had left an item in my room. When I went to the front desk for assistance, two employees told me I would have to wait until the front desk agent returned because she was driving the shuttle. When I asked whether either of them could help, I was told "no" in a rude manner.
I understand that a flight cancellation can create unexpected challenges and that the hotel may have received a sudden influx of guests. However, management knew the night before that many stranded travelers would need transportation and assistance the next morning. It seems reasonable that additional staff could have been called in for a few hours, or that available employees could have been used more effectively to support guests."
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