Just finished a weekend Friday night to Sunday stay here. My brother, sister in law, wife and I booked an ADA suite months ago for my brother and my birthdays. We arrived at 5:30 to check in and everything seemed fine initially. We were told our suite was not ready yet and it was still in the process of being cleaned. They did not give us an ETA when it would be completed. All the information they would give us was it was "put on rush".

I didn't mind waiting a little bit, 30 minutes seemed an acceptable wait to finish up cleaning the room, maybe even an hour was ok. Not a big deal I think. 1 hour goes by, my wife went on a snack/food run and had made it back already and we were still in the lobby. I go back to the front desk and ask what's going on. I'm not even upset. They apologized and said the same thing again, the housekeeping have been notified that there is a 'rush' to clean that room. They said they'd give us free late check out since we'd been waiting on hour. (When I double checked with them the next day they said our checkout time was still at 11am. So that was a lie.) We go back to sit in the lobby and ate our snacks while we waited.

Another hour goes by now. It's been 2 hours sitting in the lobby, my brother has had enough and goes back to the front desk to ask what's going on. By this time it was 7:30 and my brother had been stuck in his wheelchair and/or his airline seat for the last 8 hours and just wanted somewhere comfortable to sit or lay down. Front desk did absolutely nothing for us this 3rd time at the front desk but continually say housekeeping had been notified the room was to "put on rush" for cleaning. Once again, no ETA, no help, not even an offer of a bottle of water while we waited. I'm a pretty patient guy, but when my brother, who has a debilitating muscular disease and somehow has a positive outlook on life, is getting upset, I got pretty upset.

We asked for a manager and the manager came out to talk to us. He offered us two regular rooms, or a non-ADA suite. I said I just want what I reserved and had already paid 50% upfront for months ago. Why would we want a non-ADA suite when we obviously need an ADA room? Why would we accept two regular rooms when we booked the ADA suite to begin with? If we had wanted those things, we would have paid for those things. All we wanted was what we already paid for, but apparently they don't clean their rooms until Friday 7pm. I can't even imagine if we got there right at check-in time instead of 5:30. Would we have been waiting 3 or 4 hours? They're literally stealing money from us at that point. Why have check-in times and check-out times at all if we have to sit in the lobby while hundreds of dollars are being wasted?

After lots of back and forth, my brother convinced them to let us sit in a temporary non-ADA suite while we waited for the ADA suite to be finished cleaning. By the time we finally got to the ADA room it was 8pm and been over 2.5 hours since we checked in.

Just to add some more nonsense, on our walk to the room, there were 4 or 5 dehumidifiers in the hallway of our floor blasting on max power. Obviously, there was some water or moisture damage somewhere. In our room, their little iPad for room service and room information was broken. While we were out for dinner, I called the front desk for extra towels and asked that they leave them by the door, and the front desk said we were required to be in the room to receive them. We asked again at 1am when we got back to our room from being out and nobody answered.

My cousin had their own room here too, and the metal panel to the AC or something electrical that's on the wall was not on the wall. It was just on the floor when they got to their room.

I would never get a room here again and I'm actively going to be telling my friends and family how terrible our experience here was. I wouldn't stay here again if the room was free. They'd probably make me have to wait 3 hours in the lobby for it anyways and somehow try to convince me it's my fault. Negative star service.