This hotel is normally great. This review is only based on the last stay. At check in, the 2 women at the front desk looked new, and were extremely unfriendly and cold. They did not even look up from their paperwork to say hello or provide any sort of welcome. The hotel was a mess, cribs everywhere with supplies in them all over, and everything was closed. They said they had no room upgrades even with the required elite status for upgrades, no welcome amenity, no elite points, no lounge, no food, nothing. They did not check what was already submitted online, and asked the same questions that were already submitted with booking, including insulting questions that no hotel has ever requested. (physical AARP card for example, that had already been submitted with the full membership number online). They provided a room with no outside window with cribs being rolled back and forth with workers outside the room, which seemed like an insult. When the workers were rolling carts and cribs outside the room, right outside the window that doesn't even go to the outside, and they were right up against the glass, by the bed, a room change was requested. The second room provided was even worse, involving things that cannot be spoken about in an online review. At this point a booking cancelation was requested. They said cancelation requires a full night's payment. Since the stay was short, unfortunately putting up with it was better than paying again to stay somewhere else, which is like paying twice. Giving them the benefit of the doubt, maybe they were just having a bad day. But at check out, the same woman at the front desk didn't even look up. While standing there waiting to check out, she was busy looking at paperwork, again completely rude and very cold ignoring the fact a customer was there waiting. Even the smallest kind word or kind gesture, or apology or perk or something that provides a welcoming human response could have changed this entire review. The staff that was here in past stays have been truly amazing and friendly. If there is something they can't provide, they do their best to provide an alternative, or at least speak kindly or apologize. This hotel usually deserves great reviews, but unfortunately the last stay was truly horrible. If there was a way to cancel without losing the money, this would have been the best option. Hoping it was just 2 new staff members that maybe need more training, and perhaps the hotel was undergoing some type of maintenance.