Bad front office manager
Booked this hotel through Priceline for the dates 04/12 to 04/16 and got confirmation for non smoking King bed and with Kitchenette.
Upon reaching hotel on 04/12 around 4:30 PM, was told that only smoking queen bed room is available and there is no other option. Even after mentioning that I have confirmation for non smoking room, front office manager argued that they don’t have that information passed to them and no other option.
This is even after informing that I am going to stay with my wife and my son (3 years old). 
Finally, I accepted it after the front office manager confirmed that next day they will shift us to a different room.
We had to stay in a room where everything gave smoke smell…including pillows, linens etc..,. 
Next day morning while going for breakfast, I talked with the person in the front office and she confirmed that they will shift us to a different room and if we pack our bags and keep in the room, they will shift it to new room by evening. We had to pack everything and keep it ready. Imagine re-packing bags instead of spending time in sight-seeing.
We return in the evening ( 7 PM) and asked about the new room; there is a different person in the front office. Surprisingly, she is not aware of any such change and no other room is available. Finally after discussing for 10 min, she said one non smoking room is available and she will call me after room is ready.
After 30 min, I went collected key card for new room which is on 6th floor (original room was on 3rd floor) taking bags. Again surprise, it is just a room with 1 king bed; mo kitchenette…bummer…talked with the front office…she told me that there is no other room available.
Again after some discussion, she promised us to shift to a room with kitchenette next day and she mentioned she is sending mail to all staff so that this time, it happens. I requested for discussing with manager. Being weekend, manager is not available till Monday.
When we returned next day, I was given a non smoking room with 1 king bed and kitchenette (finally got the room I booked after staying 2 nights). After moving into the room, that night we observed that air condition is not effective, even after we change temperature setting to lowest possible. We could not open window door also as street is very noisy and had to close it after 30 min. 
No good sleep for 3 nights on the vacation due to room issues…
Reported about air condition issue next day (4th day) and was informed by maintenance guy that some repairs are in progress and hence chillers are shutdown in that part of building; nothing much can be done.
Again talk with front office and they again suggested us to move to another room….great..pack again!!!...we decided to stay in the same room as that was the last night.
Because of the worst hotel management and individuals who donot know basics of customer service, I had to make my wife and son suffer through the vacation.
Finally, I could talk with aforementioned front office manager…who again started lying about room information not passed to them and she is not even ready to listen to what I was mentioning. She just said, I will give one night refund and I have to work with priceline for refund since I booked through them. I wonder how this individual who don’t have any concept of customer service is doing as front office manager in such a branded hotel.
After vacation, I reported it to Priceline customer service and they mentioned that, same front office manager quoted to priceline that, I was told about air condition problem and still I choose the room…are you kidding? I can only say that, this clearly demonstrates attitude of that individual in dealing with customers.
I stayed in a multiple places in different cities…but this is the first instance I came across such worst customer oriented front office manager in any hotel…
Overall good hotel with nice facilities & good location…but staff made it unforgettable vacation in other way
If allowed, I will give negative rating for custoemr service