We arrived to a room that was spacious and mostly acceptable — but also extremely hot. We assumed it was because the room hadn’t been occupied, we turned on the AC, and headed out for dinner at MASI.
When we returned later that evening, the room was still uncomfortably hot. We reported it, and maintenance changed the filter and told us to request a room change if it didn’t cool within a few hours. By the next morning — and again when we returned around 6 p.m. — the room was still hot.
When we went back to the front desk to request a different room, we were told the hotel was overbooked and there were no alternatives. We were repeatedly encouraged to have maintenance return instead, even after explaining they had already been there. Only after about 45 minutes of insisting did a manager finally agree to move us — despite there supposedly being “no rooms available.”
The new room (same category) was noticeably better: cooler, cleaner, and equipped with additional amenities like robes, shower dispensers, bath bubbles, and glass doors. This made it very clear the first room should not have been assigned to guests at all.
Overall, the service response was disappointing, and the situation could have been handled much more proactively. The property has potential — but guests deserve rooms that meet the listed standard and issues addressed without resistance.The issue wasn’t just the heat — it was the unwillingness to address a legitimate problem. We should not need to argue.