Great Location, Staff not Accommodating
We booked two rooms for parents and children via Expedia five weeks in advance, noting that we are a family and need the rooms to be together.
We arrived at 2:30 and understood that check-in was at 3.We were told one room was actually ready on the 18th floor, but the other one, five floors down, was not. I explained that five floors down would not work as we had children and needed to be close together. The clerk (I did not get her name) said she should be able to do that and would call my cell when another. So the 8 of us piled our stuff in one room and changed for the pool to wait for the other room. On our way to the game at 4:30, a new clerk was behind the desk, Mara. Mara said she did not have another room ready yet and asked if we could wait. I informed her we were headed to the game and would be back after 10. We really wanted to ensure that 8 people would not have to stay in one room for the night. She assured us that she would have a room ready and apologized for any inconvenience.
When we returned, Mara was still at the desk. She had a room available but it was four floors down. We explained that that would not work and she seemed annoyed by us at this time. Apparently, we booked through a third party and she is not "obliged" to honor any of Expedia's promises. We finally found rooms on the same floor and got into them at 11 pm, with four tired children.