The hotel was OK - clean, large room but the front desk staff we dealt with was the worst customer service we have ever encountered. We came from a cruise (9:30 am) - were told we could have a 2nd floor room immediately but we are elderly, I utilize wheelchair services and there are no elevators. We asked how long for the first floor rooms - we were told 1-2 hours, so we went for breakfast. When we got back - we asked about how long (we'd been gone until noon or so) now - she just shrugged - said she had to wait for housekeeping to tell her a room was ready. We sat there for four hours - with her not checking whether a room was ready, no updates and rude when we asked whether there would be one soon. After FOUR hours, we were told our room was ready (as were the rooms of EVERY family, person or couple who came in hours after us). Could they not have let us in after a single room was ready, rather than waiting until they were ALL ready? Had the girl from the front desk told us it would be over 4 hours, we would have had our daughter bring luggage up one piece at a time but chose not to do that because she'd said only 1-2 hours. When we told her this after our room was finally ready, she stared at us like we were speaking in tongues, no "sorry it took so long", "sorry housekeeping was on a break" - whatever - just a stare like we were a huge inconvenience. Horrible service. The am front desk staff (young man) was excellent as was the shuttle service.