Customer Service = 1 STAR
I booked this hotel through cheaptickets.com and paid extra online for the queen bed and larger room. If any one has booked packages through these websites, some offer to upgrade for a fee. Anyways, I have done this many times before and every hotel has honored it. So you know where I'm going with this...this hotel's customer service is close to nil.
When I got there to check-in, I was given a room with a double bed and was told that they were sold out completely for the weekend. Luckily, I printed out my records for the flight and hotel along with the payment for the upgrade. The lady working there kept telling me that they could not do anything about the room because I paid a third company and they had nothing to do with that. She kept telling me that they were sold out and I could not be given what I had paid for. Stubborn that I am, I stood there and argued with her that I am not responsible for their miscommunication with the website where I bought my ticket from. After arguing for 15 minutes, I finally got her to go talk to her manager. The manager came out and spoke with me telling me that they would give me the queen bed room. But wait, I thought they were sold out? How now?
This was one of the worst customer service experiences I have ever had and I have traveled a lot and stayed at many different hotels. After having to argue with them and showing my proof of upgrade, did I even get a chance to speak with a manager to correct this issue. The hotel is clean and nice in a great location downtown.