Viatges a Mountain Lakes

relatively new property and clean. ISSUE - faced street EXTREMELY LOUD STREET NOISE. BIGGER ISSUER - Dad in nearby hospital My 85 year mom check in (10pm) with me for 4 nights stay with me. Room on 4th Floor with Portable AC (Main AC not working in room) ... portable AC Did Not Work and vented through window so extremely LOUD. Also could not turn on shower. Next morning we reported issue and front desk told us the would change the room. Came back 9pm in evening and they did not switch the room 2nd night. Next morning we check-ed out with 2 nights remaining. IT TOOK 3 PHONE CALLS TO EXPEDIA TO GET A PARTIAL REFUND. TOOK EXPEDIA 3 X TRYING TO VALIDATE WE CHECKED OUT OF HOTEL AND I HAD TO PROVIDE THEM WITH FRONT DESK MANAGERS CONTACT INFORMATION. I even booked another hotel via Expedia for next 2 nights. CUSTOMER SERVICE BY EXPEDIA AND THE HOTEL WAS AWFUL. I thought I should get full refund, but had to Micro manager the process with Expedia to get a partial refund approx. half of cost (but included selfserving One Cash rewards). I'm a Gold Expedia Member Trending towards Platinum (have lots international travel) AND SERIOUSLY CONSIDERING BOOKING DIRECTLY Through Marriott, IHG and my Safire / Platinum AMEX who provide Strong Customer Service Experiences.

You will need to insert your key into a box beside the door to turn on the lights and tv.

Upon check in no one told me that in order to turn on the AC/electricity in the room your key card must be inserted at all times. Upon learning this, we decided to leave the key in while we were out. We were gone for hours and returned to find our room was 80 degrees. Called the front desk and they sent someone up to help fix the issue, they were in and out a few times but the room never cooled. The front desk let us know if we packed up all our stuff and took it down the next morning, when a new room was available they would take our stuff up for us. The next morning we did just that, waited 30 min for an elevator that never came, seemed like only 1 out of 3 elevators was working. Had to leave our luggage in the room and take the stairs from the 7th floor down to the lobby. We spoke with a woman who claimed she was one of the managers about our issues and she explained that the elevators take long because they use one to take people up to the 5th floor for breakfast, breakfast was included in our reservations but we never attempted to go because you have to go check in on the 1st floor and they take you up to the 5th floor with a special key card, line was always long. I let the manager know I wanted a key card left in the room they switched us into so the ac could be left on and she acted like that was too big an ask. I have 3 children, I could not walk into a hot room again. The new room temperature never got below 72. Worst experience. Never staying here again.

Great hotel. Comfortable and great location. Staff a bit mixed. Some seemed stressed and receptionist seemed irritated when I asked questions on room availability. Breakfast staff also seemed stressed so staff werent really going out of their way (outside of the porters who helped with luggage).