After traveling for nearly 24 hours, we arrived at this hotel around midnight to claim our confirmed pre-paid reservation, only to be told that there was no room waiting for us, and the hotel was sold out for the night. At first, the manager was "looking for a room." Then, they had one but it was a late check-out (at 12:30 AM! really?), and then it was available and cleaned but they were waiting for fresh towels to be brought up. In all, it took more than a hour from showing up to get into our room. How long does it take to prep one room? Throughout, the experience was frustrating in the extreme, with poor communication and little regard or sympathy for us. To make matters worse, an entire flight crew of 15 or so arrived after we did, and were immediately given their rooms. We understood the rationale, but it was hard to watch as we waited for just a little bit of attention and concern. To her credit, the desk clerk, Sue Ellen, did waive the facility fee and gave us late check-out, but the damage was already done. We wonder if they treat all their patrons this way, or just the ones from Airbnb and other outside bookers.