"The check-in process was incredibly disorganized and frustrating from the start. I received an email instructing us to meet at the Canal Suites at address 818. After taking an Uber from the airport, we arrived late at night in the freezing cold and dark—only to find no one there. We knocked on multiple doors with no response.
When I called the number in the confirmation email, I was told we first needed to go to a separate hotel location to pick up the keys, then return to the apartment. This required a 10-minute walk in freezing rain while carrying five pieces of luggage. No transportation was offered, and after finally getting the keys, we had to Uber back and wait outside again. The email communication was misleading, as it clearly directed us to check in at the apartment rather than the hotel. This process needs to be much better organized. If this continues to be the process, they should offer transportation between the sites.
Once inside, the apartment itself was nice, clean, and well-equipped. The location was also great and easy to navigate, which made us hopeful the rest of our stay would be enjoyable. Unfortunately, two days later, we had a much more serious issue.
After a long day out (with it being cold and rainy most of the day), we returned to the apartment around 9:30 PM and were unable to get in because both key cards stopped working. We called the hotel and were told to come to the office, forcing us to walk again in freezing rain and hail. When we arrived to the office, the staff checked the cards and reported that both of the cards were working and to try again. My husband and I left the office and walked ten minutes back to the apartment but when we returned, they still did not open the door.
We called again and asked for assistance on-site. A staff member said she would arrive in 15 minutes, but it took over 30. When she arrived, her key also did not work. At this point, we had already been locked out for over an hour in harsh weather. She then left to contact her manager, promising a follow-up call in 20 minutes—but we waited over 30 minutes with no update and no way to reach her. At this time, we were left outside on the sidewalk for over an hour in the freezing rain, soaking wet.
We continued to call the office numerous times, every 15 minutes, but no response. Eventually, after multiple calls and being rerouted to another hotel, a different staff member assisted us. She reported that she will contact her manager and see what they can do for us and suggested that we continue to be “patient”. For nearly three hours, we were left outside in freezing rain and cold with no reliable communication or support. We were at the point of shaking due to being so cold, that my husband and I took the tram around the city just to warm up. At 12:30am, we received a phone call from the night shift receptionist stating that he has the physical key and we needed to go to the office to pick up the key. By 12:50 AM, we finally received a physical key—only to learn the issue was caused by a dead battery in the door lock.
This situation was completely avoidable. Basic maintenance, such as checking lock batteries before a guest’s stay, should be standard. It was also alarming that there appeared to be only one physical key available in the entire city. Had that key not been located, we would have had no way to access the apartment at all.
It is unacceptable that guests were left outside for hours in dangerous weather conditions. There was a clear lack of urgency, poor communication, and insufficient staffing during night hours. Emergencies like this require responsive, knowledgeable support, which was not available.
As a result of this experience, my husband became ill after being exposed to the cold and rain for such an extended period. This added an even more serious impact to what was already a highly distressing situation.
While the apartment itself and location were great, the overall experience was overshadowed by these significant issues. With better organization, clearer communication, and proper staffing and maintenance, this could have been a much more positive stay."
