My check in was at 4pm, arrived at check in around 8:15 in the evening. I did some touring as I arrived so at this point im exhausted it's been a long day of traveling and sight seeing. Arrive to hotel and am waiting in line about ten minutes (NO PROBLEM!) once it was my turn to check in they could not seem to find my reservation, lady at counter writes my name down and confirmation tells me she will have to talk to her manager because she can't locate it.. so could I step to the side till then, ok no worries now its about ten people in line.. A lady comes around and goes to the counter and helps the line of people. As im standing to the side waiting i've been waiting at this counter patiently for at least 20 minutes. Finally somebody else at the counter looks my direction and asks the person that helped me what I was waiting for etc., she tells the 3rd lady that came up about me waiting. Long behold that was the manager she tells me she apologizes for the confusion and no one told her what I had been waiting for. She tells me she would upgrade my room for the inconvenience (I heard her since I was standing next to her podium tell the previous customer she helped she would upgrade them as well) I get to my room finally at 9:10 to the room I had booked (no upgrade) overall I would not stay here again, the communication they have is clearly terrible, I really felt profiled because the lady that first helped me just did not check on me anymore or inform manager of me waiting..