"The staff was great...once you finally got to talk to someone. The kiosk check in system works for simple check-in, but it cannot answer any questions or help with room changes, upgrades or combining reservations so you stand in one line only to then have to go stand in another. I checked in on a very busy day and the staff on the floor were friendly and helpful, but obviously overwhelmed. There was a huge line and lots of kiosks, but very few real people to talk to and a lot of confusion. I felt bad for the employees as many people were frustrated and unkind. I also tried the AI text concierge several times during my stay, which only gave me information for a different property. I tried calling guest services twice. No one ever picked up. Technology might save in overhead with fewer employees, but it definitely tanked the customer service. As for the rooms, I got to my first room (I had to change mid reservation, but that was my fault) it was clean, but shabby. The door on the refrigerator cabinet was hanging on one hinge and one of the lamps was literally falling apart. The second room didn't even have a refrigerator in the cabinet. In both rooms there was a musty smell and the AC units were so loud they woke me up every time they kicked on. Overall, it was clean, but very outdated and not well maintained."
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