Stephanie at the front desk was nice checking in and waved the parking once we pointed out how unfortunate it was to not have a pool on top of having to pay for off-site parking. She also let us know that breakfast ran to 930 weekdays and 1030 weekends, its actually 10am but, not knowing this, I arrived at 10:15. All the food was out, no one was cleaning up and multiple tables were still there. I got food and began eating when my sister-in-law arrived around 10:25. She looked around for a bowl, then asked the waitress, Carmen, for one (food was all still out.) when Carmen, VERY RUDELY, stares at her and says "We're closed!" My sister says, "Well, the food is still out. Can I have some?" Carmen:"I'll give you a bowl, but we are closed." So I say, I was told breakfast ended at 10:30. She argues with us to the point that we are just baffled. Then she begins talking to the other waiter (loudly, so we are sure to hear) that it's not her fault people wake up late and still want food. I couldn't believe she was acting like this and told her she didn't have to be rude, especially since I was told the incorrect hours. She snaps at me "We close at 10! And I wasn't talking to you, I was talking to him". I said "Yes, but you were purposely talking to him loud enough for us to hear. So, stop being rude!"
At this point, I had looked over at Sylvia, the girl at the front desk, 4 or 5 times. She just started at us and made no attempt to diffuse the situation. Thinking all of this was over, we take our plates (foam to-go plates and to-go coffee cups) to our room. Carmen stares from the prep room as we walk by. She did not smile, try to apologize, NOTHING to rectify what had just happened. Instead, she waits a minute then comes out and says that we aren't allowed to have food in our rooms. The same rooms that have a microwave and refrigerator! Then she runs to Sylvia, who finally decides to get involved, and yells that we aren't able to take our food. We obviously did not want to eat around them like prisoners, and did believe they were just messing with us since it is obvious you are able to have food in your room, so we just said thank you and went in the elevator up to our room.
Once in the room, we tell my husband what happened. He called Sylvia, only to have her start explaining why she and Carmen were correct in being so rude to us. Then she said we were going to be charged for taking food up to our room.
I went downstairs to talk to Sylvia about why we would be charged and saw her and Carmen in the kitchen prep room basically getting their story straight. I wanted to ask why I would be charged but she was just explaining why she and Carmen were right to act the way they did. I asked why she didn't do anything when she saw Carmen being rude and she said it was none of her business because she is not her boss. I tried to explain to her that I don't know their hotel hierarchy and if anyone has a problem, they speak to the front desk and ask for the manager. Her manager wasn't there, so she should be in charge of diffusing the situation. She exclaimed she was not and would never be a manager. I was upset and said it was because kids these days don't want responsibility. She starts yelling and cussing at me that she "is a grown-ass woman" repeatedly, not allowing me to speak so I walked away to the front desk and told her I didn't want to deal with someone unwilling to have a conversation and I wasn't there to listen to someone try to cover their mistakes and to please call the mngr, Ana, who was coming later.
A few minutes later, I see Norma, the "acting mngr" who was NEVER contacted during this event. She apologized for everything and offered to wave our last night there. I said that would be nice but I would have to speak with my husband. In the meantime, Ana tells my husband she has to "investigate" and would call us when she made a decision. Its been 3 days with NO CONTACT and we were charged for everything! PLUS, Ana told the girl to tell us she attempted to call us 3 or 4 times the first night, though we had no missed calls and no voicemails. less