text: In a word HORRENDOUSnI do not think anything I will state in this review will be news Their checkin process needs major workflow evaluation We got there at pm and it took almost minutes to get to the desk That is ridiculous and I can only imagine what it would have been at pmnThe front desk clerk immediately informed me that the king bed we requested was not available but we could upgrade to a luxury room No sorry no concern just an upsell I informed her that we would stick with what was given to us but she quickly informs us that once we get into the room and decide we want to upgrade to a luxury room go back down and let her know and she would change our rooms As we went to the Mediterranean Tower we noticed that the hallways were dimly lit the carpets were stained and there was a musty smell This was indicative of what we found inside as well The room was VERY dated the air conditioning was sputtering and state of the furnishings were sad We immediately picked up the phone to inform the front desk that we would like to upgrade The man who picked up flat out denied our request for an upgrade Mind you we said we were willing to pay for the upgrade we were not looking for a handout The man stated that since we step foot into the room he would have to have it cleaned and he did not have the staffing for that We explained that the front desk clerk who checked us in offered to have us examine the room first He states that she was not allowed to do that and he will not upgrade us We asked to speak with a manager and he states that he WAS the hotel manager If this was indeed the case this is the worst customer service I have encountered What hotel would refuse a customer PAYING for an upgrade He then states that he can send a maid up to tidy up the room if we were unhappy but were not we just informed that he did not have the staff for that So the maid he was going to send up would not be the same one who can clean the room we had soiled by just stepping in Things did not add upnAnyhow the room was in shambles as you can see from the pictures I will post Mold in the shower peeling wallpaper soiledripped linens the list goes on and on We did not expect a star hotel but the dilapidated room PLUS the ridiculous management really soured our stay Never again for us or anyone we know