First off I usually don't go out of my way to complain and also am a General Manager of a hotel myself. I usually am very forgiving and know staff works hard. I still left a tip but here is the horror story as best I can tell it; remember my personal room was good, just had old KY lube under the night stand.
Checked in location was great, we were 1 of the wedding party rooms and everything started off fine. This was the night before my wedding. Next day two of my groomsmen decided to rent a room and were told "no group discount, that's not a very good discount anyway and can get you in cheaper." So when I called to setup the block months earlier they really didn't setup a good discount plan for me?
Then they close their lobby at 9:30pm. We got locked out the day of the wedding at 9:45pm after we returned from the event, called the after hours number and heard "the operator is not answering calls at this time please try again later." so we did, for about 2.5 hours then we decided it was pretty much an emergency and called 911. This was at midnight at this point. It was not until between 3-4am that someone arrived to open the door.... read that again, locked out from 9:45 - 3:00+ in the am and no kind of protocol in place to help guests out. This is a joke if you run or manage this place. Compensation needs to be made at this point for this room without exception. My groomsmen goes down to check out around 11am and was told "you were given a key at check in and there is nothing we can do" This is absolutely ridiculous and should never be an acceptable answer in hospitality. Whoever was overnight after hours, should be replaced with someone who will not turn their phone off when you have group of guests in your hotel (wasn't just our group the hotel was packed). She then said later "I didn't have any missed calls" no kidding your phone was off and I'm not stupid and have heard that message before. After hours protocol was not there at all and management needs to obviously revamp this whole procedure. This was a very amateur experience in handling all of these issues as they really didn't handle anything at all.
Meanwhile during this happening, I go to me and my new brides room. We were so afraid everytime we left the room, we left it ajar and kept valuables out as there was no safe either.
That leads me to our room the next day. When cleaning and packing our stuff the day after the wedding, low and behold a used bottle of lube was under the nightstand (def not the wife and I's). Absolutely gross and I still sit here wondering if this hotel is going to practice good business ethics and reach to me, and my wedding party to make things right.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC