Very difficult to find room. Have to park in one garage, go to the room, get key fob and parking pass then drive to another parking lot. Only found one door that the key fob works on, no other doors had fob software installed. Pool closes at 10 pm and if your in the pool area after 10 you have to call security department because key fob will not let you back into building, you would be stuck outside until someone from security lets you back in. Don't forget the $80 cleaning fee that Hotels.com does not make easily known.
Comment from Hotel Management
26 Mar 2019 by Candace W, Hotel Management
Thank you for your review.
We apologize that you were not able to figure out how to use the key fob and access the unit/amenities despite the detailed instructions. Our Guest Services team would have been happy to assist, as they are available to guests 24/7.
This is an apartment, not a hotel, there are additional procedures that we have put into place to ensure our guests' can access the apartment to include parking/amenities seamlessly. This type of accommodation does require attention to detail and action on the part of the guest once they've arrived, as there is no front desk staff. Our team is virtual, but can be onsite if needed to assist our guests.
The black key fob provided does allow entry into all apartment/community amenities. The August app/virtual key is a different system, and will not open any of the community doors, this is, again, what the key fob is used for as stated in the instructions. Staying in a short term rental/apartment is not for everyone, some prefer the hotel experience.
It is imperative that the community rules are followed. Pool hours are clearly posted, you violated the pool hours and subsequently had to call security.
The cleaning fee is listed and clearly itemized prior to a guest finalizing their booking, we've validated with Hotels.com that this is the case.