O’Brien’s Theatre

Checkin at this hotel is really late at 4pm. We showed up on Saturday at 3:10pm in hopes of MAYBE having the room ready and we were informed that it would be 4pm before it was available. We had been driving 6 hours by this point and we were tired. They took my ID and credit card info to save time when we came back. We went away until 4:15pm and came back in to a large crowd of people checking in. When we got to the front of the line and they asked for my credit card and ID again. I informed them that it was already processed but they didnt care. Then we were informed that our room wasnt ready yet. So, we waited another 15mins in the lobby. When they came back at 4:40pm after cleaning the room we were able to get checked in. Once again they wanted my ID and credit card. They ended up waiting the parking but not once did they actually apologize for the delay. What ever happened to apologies in the customer service industry?