My check-in experience with Branden was not pleasant. I had called ahead of time during the day because I knew that my flight was going to come in late and we would be at The Bartlett past midnight. The girl on the phone assured me that this is fine and confirmed my reservation.
When I arrived, Branden appeared to be disoriented. When he finally got settled, he gave us a room key to 704. When we went up and I opened the door, it was clearly occupied by a young female who appeared to be sleeping alone. This is a serious safety risk, especially considering that the doors do not have a manual lock. It was an incredibly uncomfortable experience for myself, my boyfriend, and her. We apologized, went downstairs, and explained what happened to Branden. He was in the middle of a phone call with what I presume was the young lady we walked in on. From his side of the phone call, it seemed like she was upset due to two strangers walking in while she was sleeping.
After he got off the phone with her, he gave us another room on the 7th floor. We went back upstairs to the 7th floor to a dirty room. It had obviously previously been occupied and not cleaned. We exited and went back downstairs. Branden apologized and said that there were no available private rooms. However, finally, he told us that he could put us in another room, but we had to change rooms after the first day. At that point, we were tired and agreed.
On Saturday night, I went down and spoke with Lupe about the room change. She seemed a bit confused by the situation, but she was incredibly helpful and helped move us rather than having to check in @ 11 and have to check back in @3 the next day.
I don’t know if the initial problem with Branden was due to his incompetence or a procedural issue, but what should have been an easy check-in was frustrating and irritating. It made me uneasy during my stay, unsure if someone would be given a key to my room and able to come in.