Due to Covid, much of the hotel and amenities were shut down and rightfully so, which was expected but not quite at this level. Understanding that we were traveling through from Chicago to Atlanta where restrictions vary and on a holiday weekend none the less.
However, there were some big missteps that could have been prevented with proper communication. For instance, I called the day before to check if the pool was open, was told it was not due to Covid-19, and when we arrived were never given the update that it was actually open. Only heard about it through the windows.. our room overlooked the pool and it was open and quite rowdy.
It also wasn't made clear that there was no ice in any of the ice machines, you had to come to the front desk and request ice. No beverages in the vending machines on each floor, all sold out. No bottled water. No restaurant or bar service. Hard realization traveling in from out of state solo with a young child and arriving late in the evening.
Elevator service was a headache also with 2 lifts, for a 6 floor space, and a packed house. One in, one up and one out. It didn't help that they were transitioning to a new card system that wasn't compatible with the elevators. Can you imagine the headache of getting anywhere? Yep. Times it by 10.
The pre-check in communication should have clarified these things, or at least at check in. We had to find out after the fact, on our own and at that point, it was too late. It's too bad really, it could be a really hip, boutique stop over. The staff was really trying their best given the circumstances but it's clear that either management or funding / resources to support them was totally off - impeding the guest experience to the max. Not recommended.