Surprisingly Bad with almost Zero customer service. Already have a paid reservation with Hotels.com (showed as paid in email and shown to front desk) but the front desk didn't receive a payment confirmation from Hotels.com, so he refused to check us in and insisted that we contact Hotels.com ourselves instead of him doing it. So we had to stand there with all our luggage trying to contact customer service from Hotels.com so we can get to check into our paid room. Ridiculous. After finally sorting this out, the room that they had given us had a big leak in the bathroom, essentially not in working condition. Informed the front desk and got a response that basically said it's not their problem. When I insisted on the front desk person checking out the problem and we need another room with working bathroom, the only other same category room was reeked with smoke and the front desk even admitted that the previous guests were smoking in there, even though there was a big no smoking sign posted in the hotel. Since these two rooms are unacceptable, the other choice was an upgraded room which should be complimentary at this point but the front desk guy had the audacity to ask us to pay more money. I had to explained that since his hotel had no room in acceptable condition in our category, he should offer one free of charge that is in acceptable condition. After much resistance, he finally let us change room. Location was also a bit inconvenient as out of the way from the downtown area
