This is a hotels.com VIP Hotel, which has perks like free upgrades, early check-in.... for gold member, like myself. Unfortunately after getting a confirmation that they would not charge for an upgrade after we checked in, they still went ahead and charged my credit card, even I have expressed my concerns when we checked out , the receptionist lady simply said " I dont know I wasn't here...", "we have nothing to do with hotels.com".
I tried emailing the hotel manager and no response at all.
Luckily hotels.com reviewed the case and took prompt action to show what true customer service are with their members.
will definitely NOT return and make your trip more pleasant by staying elsewhere.
Note: The cleaning lady did an excellent job cleaning our room and amazing customer service at the Jimmyz Jazz bar in the basement.