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  • Overall poor experience. I stayed in an executive suite on the first night. The internet did not work and instead of the hotel taking care of the problem they said that the internet is provided by a third party and they gave me a contact number to call. Called the tech support and after over an hour of "troubleshooting" the outcome was for me to call the front desk and have the router reset. The front desk said they would reset the router and 2 hours later still no internet. Called the front desk and they then called the maintenance crew with the response of "we will do it now." The internet was out again the next day. I called the front desk for them to reset the router and their response was for me to call the tech support number again. After another hour of waiting for them to reset the router they came back and said it looks like the internet is not going to work in my room? I then opted to downgrade to a smaller room with functional internet...the only thing that fit in the room was the bed and I had to essentially crawl over the bed to get across the room - extremely small. I spent the rest of my trip in this "shoebox." I used the ironing board which was broken so I just wedged it against the bed to keep it up. The maid then took my broken ironing board but interestingly she / he never replaced it with a functional one. 5 days later and they have still not refunded me the money for the downgraded room. To be fair - the location of the hotel is great. Spoke with Hotwire on Nov 5 and now it is Dec 2 and still no refund as promised. Every time the hotel is contacted they recommend calling back at a different time. I don't know if the refund issue reflects upon Hotwire or the hotel. That being said, I did try and get the refund for the downgraded room from the hotel directly but they will not allow me to and only refer me to contact Hotwire. When Hotwire contacts the hotel they ask for them to call back later?
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