tldr: They won't honor room reservations, they won't apologize, and they'll act as though you're unreasonable to expect otherwise. I can't speak to the rooms because I didn't stay. I had reserved a 2-bedroom suite on their own website a month in advance. When I arrived just after check-in time, they first tried to tell me that I had been "upgraded" to a room with a kitchenette--but only one bedroom. When I said I wanted the room I reserved, the clerk immediately summoned her manager, who not only didn't apologize or explain what had happened, but proceeded to behave as though I was unreasonable for being upset. He repeated that room types were never guaranteed (this was NOT prominently mentioned on the website where they are very happy to offer and also charge more for the specific type of room) and told me he'd give me 15% off the rate of the room they'd downgraded me to, and I could take it or leave it. Everything in the vicinity was completely booked, I had driven five hours, and I had my kid in the car. I was about to take it when I belatedly thought about their completely crammed parking lot with "event parking" signs outside and asked whether there was going to be an event with loud music all night. Yep: there was a wedding booked and music was going to be going until 11pm. At that point I'd had it; I took a refund and drove half an hour to the nearest available hotel. Anyway, it's bad enough to not honor a booking, but what was worse was not even any acknowledgement that they'd done anything wrong. At the absolute minimum, if they had at least notified me by email when they gave away the room, I could have made other arrangements without wasting the better part of an hour getting to the hotel and navigating the mess of their parking situation. They decided to let me turn up and get ambushed instead. Also, based on the layout of the place, if there is an event going, you will absolutely be listening to the music for as late as it goes, and parking in the lot will not be reserved for hotel guests.