We stayed at the Elyton Autograph hotel in Birmingham for 2 nights recently. We’ve been to several autograph hotels over the past few years and I can say this one was definitely the worst of the bunch.||Overall, the hotel was fine. ||The room was maybe a 75 if I was scoring out of 100. We had a larger King room. The design/layout was good but it definitely could have been cleaned better and the shower takes forever to get hot. The bathroom area is small. The actual bedroom area is nice with a lot packed efficiently into the space.||The issue wasn’t really the hotel itself but rather the service. The typical experience you get at an Autograph is great, but from the moment we walked in we felt there was an abrasiveness from the front desk though we did everything to break that tension. ||We came to check in about 30 mins early. First question: do you have your friends and family form? (We did). We booked a King room. ||Next, we were told only 2 rooms were available: A high floor room with 2 double beds and a 2nd floor, small king (she made it sound like there was something wrong with this room or else why not just give it to us and be done with it?). I told the lady at the desk we’d just wait for our check in time in the lobby and for our actual room to be ready. I asked when the cleaning would be done and she mentioned she “just got there” and wasn’t sure. She then said she actually did have a king room for us and gave us a key to a room on the 2nd floor…definitely the one she originally offered.||We went to the room and it was a Queen bed, not the King we had booked. I went back to the front desk and told her. She said this was the room we booked and I reiterated, politely, this room had a Queen bed and we booked a King.||So we waited in the lobby for about an hour (45 minutes after check-in time). During this time the same lady greeted several guests warmly, even taking time to explain the building amenities. That never happened with us.||No apology for the wait was given but we were then given an actual king room. My feeling was that because we received the room at a discounted rate we were being lied to and pressured into taking an inferior room. It’s also likely why we were being treated so dismissively compared to everyone else she greeted. She was clearly caught off guard by the pushback as I’m sure most people just accept what’s given to avoid a potential argument. ||The following day we left at 9AM to tour the city and came back at 4PM. The room still hadn’t been cleaned. I called the front desk and was told maintenance was working through the floors and she would come to clean our room now. We went downstairs and sat in the lobby for an hour, waiting. Again, no apology for our time being wasted and no update that the room was ready. I went up and checked myself.||This is not how you deliver customer service to your guests. I understand that we’re just one couple spending two nights, but the part the hotel didn’t know is that I was actually staying at several places around the city this week and then recommending the hotel I felt would be best for my company’s quarterly conferences that will be starting in 2026. If you can’t get it right with one room and two people I highly doubt you’ll be able to perform when a 20-30 person group arrives four times a year.