I had a frustrating experience at Drury Hotel. Upon arrival, Liz at the front desk seemed disinterested. She made a comment that she wasn’t "doing this right now," which was off-putting.
After providing my name and ID, Liz couldn’t find my reservation and asked for the itinerary number. I returned to the desk, where the second lady mentioned I did have an itinerary number. I provided it, and Liz started typing. After a few minutes, she admitted she wasn’t entering the numbers correctly and said there was no reservation.
I asked how long it usually takes to get confirmation, and Liz casually said "all night." I clarified that my reservation was paid for and asked what to do next. Liz told me to call the 800-number.
I contacted Expedia, where Ryan confirmed my reservation was there. He tried to help resolve the issue and attempted to cancel it, but only Drury could approve the cancellation.
Ultimately, Liz wasn’t helpful, and the experience caused unnecessary stress. While the hotel may be nice, the check-in experience and customer service were disappointing.