The check-in experience needs revising. The hotel is a popular location due to its proximity to Rogers Stadium. Check in starts at 3:00pm. We arrived at 3:30 and came upon a winding line up of people in the lobby with only three hotel staff doing check-ins. We waited approximately 1.5 hours to get checked in. I had two rooms reserved and only one was ready. The kind gentleman told me he would call me in 40 minutes to alert that the second room is ready. 45 minutes later I had to call reception and ask if the room was ready. They said it was and told me I would have to come back to reception and get in line again to get the room keys. Needless to say, I was quite frustrated about the process.
I went back to reception and got the room keys from the same gentleman who checked us in the first time. He told me that he and his co-workers had been standing at the desk since 11:00 am. The three of them had checked out 150 guests and were now checking in another 150 guests. By now it was almost 5:00 pm and there was still a long line of people to be checked-in. The gentlemen apologized for the delays and gifted us with two complimentary breakfasts for the next day.
My suggestion is to have sufficient staff on hand for check-in/check-out when there are big concerts/events happening.Take advantage of modern technology and give your staff tablets so they can approach the line of people and check them in on the spot. Hire more cleaning staff too, so the rooms are ready.
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