Utterly Incompetent, Dishonest, and Outdated
This is hands down one of the most unprofessional, unfriendly, and incompetent hotel management teams I’ve ever dealt with. I booked a room at Arc for a long weekend. Weeks before my trip, I realized I should arrive a day earlier and leave a day earlier. Simple fix, right? Not at this place.
Trying to modify my reservation or book an extra night through Expedia failed because the hotel’s setup only allowed a full cancellation (non-refundable) and a new booking. I reached out to both Expedia and the hotel — what followed was a cascade of messages and emais. Expedia kept telling me they “tried several times but the hotel refused to cooperate.” The hotel told me to have Expedia contact them (which they already had) and said they'd “try to accommodate” us. Meanwhile, they offered me to purchase an upgrade to "luxury king suite". Not a courtesy — just a shameless cash grab.
In the final days before my trip, after yet another round of emails, the hotel promised to “get back to me in the morning” — and then simply ghosted me. What kind of hotel management disappears on a guest with a pending reservation issue days before arrival? It's not just unprofessional — it’s downright bizarre.
I had to book an extra night at another hotel because Arc requires a minimum 2-night stay. When I arrived, the so-called “luxury king suite” was a claustrophobic, stale, tobacco-reeking cave. The AC was useless. I had to ask for another room. Never again.