MainStay Suites Las Vegas Convention Center

The worst kind of business is one that won't take your business. I had a reservation for this hotel. I flew into the airport and took a cab here. When I tried to check in, one of the two employees behind the desk said, "The lobby is closed." I didn't know what that meant so when I asked for clarification, they just said, "The lobby is closed" again. I explained I had a reservation and asked where I should spend the night and they just said, "Not here." After that I left and found another hotel. I don't understand why this hotel takes reservations if they don't honor them. I don't understand why I couldn't check in when I had a reservation and was in the hotel. I don't understand what the two employees were doing behind the desk all night if they won't check people in. Who is paying these employees to refuse service to people who walk in with reservations? Clearly this hotel doesn't want my business so I won't make the mistake of showing up here, or any other Extended Stay America, ever again. I guess they have secret rules about when you can and can't check in and you're supposed to know that when someone says "the lobby is closed" that means you didn't make it in time. Edit 1/19/2024 (re: "Response from the owner"): I'm highly doubtful that you're going to "take the necessary steps to ensure this does not occur in the future." You had two employees, or two people who were speaking and acting like they were employees, in your hotel and they refused to check me in. This has to be one of the most basic tasks for a hotel clerk to do. You should teach them how to do this on their first day. Either you told your employees not to check people in at a certain time (which doesn't make any sense to me but that would make my experience your fault and not your employees') or you have such little involvement in managing your business that your employees are refusing to accept any business for hours each day and you're just finding out now (which would also be your fault for being a lazy, incompetent business owner). If you really want to take the necessary steps to ensure this doesn't happen again, then you have two options: 1) Change your policy of not allowing people to check-in at certain hours (thereby admitting that this was your asinine policy) 2) Fire your employees who took it upon themselves to decide for you that your business is not operational for hours each night. If I was the owner of a business and I found out that the people I had hired were not allowing any sales for hours each day when it was their job to accept sales during those hours, I would be absolutely furious. To anyone still reading this: this is an absolutely horrible hotel. You might think that you're staying here and then find out upon arrival ~1am that you can't and have to wander around in the freezing cold of Las Vegas in January while you call around to find another hotel because the hotel's employees say you can't stay in the lobby. The owner of this business has a policy of not allowing people (with reservations) to check in at at certain unspecified hours (I still don't know which ones) of the night (when many people arrive at their hotels) OR the owner of this business has such little regard for their business that two of their employees have the audacity to not allow people (with reservations) to check in at certain unspecified hours of the night without the owner's knowledge and are not at all concerned with being fired/disciplined for such actions. Wow!