Our stay at this hotel started off well enough and we were happy with the room and the location. On our second night, both of our cards were de-magentized and we got locked out after the staff left.
We called the after hours service and were told they would come. We waited in our friend's room across the hall with the door open and placed a note by our door. We called and left several voicemails and text messages but he didn't show. We slept on our friend's floor after giving up at around 2 am. In the morning, we were told he arrived and went to the end of the hall. When he didn't see us, he left. Had we been sitting at our door, he would not have seen us as it was around a bend. And he didn't walk to the door to see our note, or we would have seen him. We left several messages and he clearly did not check when he got home to know we were still locked out. Thankfully we were able to get into the building.
In the morning, we told the person at the desk what happened. The after hours man was there and insisted he did show up and that he didn't see us at the door. He admitted he didn't go to the door and looked from the end of the hall. When I said we wouldn't pay for the room we didn't stay in and that we were not happy with the service provided, she actually yelled at us that we should have been at the door, argued he would have seen us (which is untrue), and said we lied that we slept on the floor. They insisted we pay for the room.
Instead of de-escalating the situation or even apologizing, she refused and yelled at us. After a sleepless night, it was horrible and unforgivable. I would not recommend staying at this place to anyone. They know the key cards are an issue as they warned us to not have them near our phone. And we did not, and yet they were still demagnetized. Then, they have useless after hours help for emergencies. It's inexcusable that he didn't go to the door to let us in. And didn't check when he got home that he didn't have another message.