The room was suitable for my needs, although it would have been appreciated if dishwashing liquid had been provided rather than having to use hand soap to wash the dishes.
However, I would not stay at another hotel or motel operated by Costello Hotels. While self-check-in can be convenient, it should not come at the expense of good customer service. Contacting staff was extremely difficult, and I had to make multiple attempts before reaching someone.
The text messages I received did not include my name, so I initially thought they were spam. When I finally spoke with a staff member, I was told they “don't have time to personalise each message” because they had other tasks to complete. I found this response dismissive and unprofessional. Including a guest's name is a simple way to build trust and reassure them that the communication is legitimate.
Furthermore, the second check-in message stated that I needed to call or risk having my room cancelled. This message arrived only a few hours before check-in, which is unreasonable. Guests should receive sufficient notice to respond to such an important requirement.
Overall, despite the room meeting my needs, the poor communication, difficulty contacting staff, and lack of consideration made this a very disappointing experience. Costello Hotels needs to improve its customer service and communication. Based on this experience, I would not recommend staying at any of its properties.