This property advertises that it offers keyless entry but in fact, it does NOT. I booked the hotel because it is a mile away from an outpatient facility where I was scheduled to have a 7-hour surgical procedure and I wanted to be able to get from surgery to my room as quickly as possible. I set up Digital Key in order to do that and also called the hotel after I was discharged to TRIPLE-confirm that my keyless entry was ready. The front desk employee that took my call informed me that I would still need to stop at the front desk to show my ID and provide a credit card.
While I was waiting in line with my nurse (again, after 7 hours of surgery) the Front Desk Manager appeared and I asked why it was necessary for me to wait since I had already provided the information required. Her explanation was that a) it was my first time using Digital Key and b) I had booked through a third-party.
I did not see any advance notice for reason “a” when I originally made the booking. As for reason “b”, the front desk manager made it sound as though I had made a mistake by booking through a third-party, in this case, Expedia.
I understand that post-operative recovery is not a common reason for a hotel booking. However, all I was asking for was an already available service that is prominently advertised.
This experience was one of poor service and a lack of compassion on the part of both employees. I hope this review provides an opportunity for better training of those involved. Thanks.