The hotel is clean and the staff are friendly. The location is very good, with convenient parking. However, for a VIP Access hotel, I expected to be recognized at check-in and offered upgrades. Instead, I had to explain to the staff that I’m entitled to an upgrade through Expedia. After checking for 5 minutes I was told no upgrades were available—even though those upgraded rooms were still showing as available to book on Expedia. This has been happening with most VIP Access hotels lately.
Late check-out was extended by one hour, which wasn’t bad, but I expected more. During checkout, I also had to remind the staff that I had a $25 parking discount through Expedia, and only then did they correct the bill. I don’t think customers should have to remind the hotel of the benefits they are entitled to.