The hotel itself was nice but the customer service was awful. When we checked in, we were told that if we want late check out, it would be until 1pm and to just let them know the night before. When we went to go request late check out, I was told we can only give you until 12pm, they said thats the absolute latest check out. The day of checkout, I noticed they charged me an extra $120 dollars, the total was supposed to be $803, they charged me $923. When I asked what this was for, they said because I had an "extra" person in my room. I told them when I booked, I put it was 2 adults and 2 children and I was given a different price, the lady at the front desk was very rude and said it doesnt matter, you still have to pay the extra $120. After going back and forth, she finally realized that they made a "mistake" and put 3 adults and 1 child instead of 2 adults and 2 children and thats why I had an extra charge. So after she was extremely rude and condescending as if I was making things up, she gave me a pity apology and said she would remove the extra $120. Then when I asked her what time is late check out, she said 1pm..... it seems like they are either ignorant as to their policies or they discriminate based on who they are talking to. Overall, being a Marriot Bonvoy member, I am very disappointed with the service I received.
