The hotel is beautiful, clean, and has large rooms. Close to the airport and offers shuttle service. Our concern was that the fan in our room did not work. We called the front desk for assistance and he was not able to help us. He kept telling us we were using the unit incorrectly but never offered to send anyone to the room to assist. We've stayed in many hotels and know how to use the unit. We were then told that maintenance doesn't work in the evening. So we took a picture of the unit and walked down to the front desk to show him that the unit was not working. He still was not able to help us and didn't even offer us another room to stay in. Even in talking to him, he stopped and turned away to answer a phone call, not even saying "Excuse me while I get this phone call". We felt we got very poor customer service. The room was hot and we didn't get any sleep that night. The next morning I went and spoke with him again. He said he would have offered us another room but didn't know who we were. How could he not know when we spoke with him twice, even calling from our room and then again walking down to the lobby to speak to him? He could have addressed our issue when standing in the lobby to speak with him, but he instead answered the phone to address someone else.

We have stayed at this facility many times the night before our airport departure the next morning. We pay to park our car in their lot while we are gone and make a reservation for their shuttle (which also serves the guests of the Sheraton next door) to take us to the airport the next morning. Upon our return, we called for their shuttle to pick us up @ 7:59 pm; we were picked up at 8:27 pm. It is a 5-6 minute drive. I called Abigail twice at the front desk to no avail. When the Shuttle picked us up, we did not go directly to the hotel. Passengers were dropped off at a random hotel a mile past the Hampton, then 2 random women were picked up at the mall in the area. We arrived at their lot exactly 1 hour after my original call. There were no explanations or apologies for the inconvenience and frustration we were subjected to.