6/10 Normal
Kathryn
Viaje en familia con niños pequeños
12 de jun de 2025
Aspectos positivos: Limpieza, servicios y instalaciones y estado del alojamiento
We unfortunately had an issue that i feel could have been resolved better. Intitially the keys we were provided did not work (3 times of going back to lobby). We were told that the card reader was malfunctioning so we couldn't stay in the room we booked and there were no other king rooms available. After some back and forth with my husband and front desk they said they could transfer us to a two double room or queen with kitchenette. Neither of these fully satisfied our needs and we expressed that. Our inconvenience of going back and forth multiple times and not being able to stay in the room we originally booked, was not really given much compassion or urgency. They only had one person on shift so could not come to the room and try to get it working either. Ultimately we switched rooms, but were told to go through Expedia for some sort of reimbursement. And then the front desk found us and said she got a key working (this was the solution we were hoping they would have tried earlier) so we agreed to move back to the King Room. Overall our stay was alright after that. But expedia could not reach the hotel to confirm any refund and gave us a credit for future travel. This again made us feel the Sandman was not trying to be very accommodating and they coukd have treated the issue better.
Kathryn
Se alojó 2 noches en junio de 2025