Our check-in experience was extremely poor.
The receptionist, Angelina, was unhelpful and unprofessional. After an eight-hour drive, and despite me providing the Hotels.com reservation number, our full name, and showing her the booking confirmation on my phone, she refused to assist in locating our second room reservation. She insisted that I call the booking agency because "there was no second room reservation." and I had to figure out with them.
When I expressed my frustration with her lack of assistance, she responded that she was "matching my energy."
This stressful and unprofessional exchange occurred in front of seven guests, including two children. In the end there was a reservation and she didn't look it properly.
I expect a much higher standard of customer service and professionalism from a hospitality business, especially when interacting with families after a long day of travel.
Sincerely,