Our reservation was moved from the Bartlett to the Arcadia without notice to us or anyone at the Bartlett, by Bridgestreet which is a 3rd party facilitator. The buildings were within a block or each other and similar; BUT I am not a mind reader, to switch the location with out notice resulted in a 45 minute tension ridden check-in process. Hotel.com had no idea what happened, and I was on hold for 30+ minutes being transferred around with no idea what if anything they were doing. In the end, the after hours Bridgestreet rep was able to tell us what to happen and where to go...but this was completely avoidable and unacceptable service. The unit itself was perfect. But you can not send people to one location and make them "Nancy Drew" where the secret location of the reservation actually was reported to the staff. NOTE: nothing, not a single confirmation, email, online reservation said anything but the Bartlett. How we were supposed to guess to go to the Arcadia, no one knows. No one at the Bartlett knew the reservation had been moved. There are multiple doors to both building, all locked after hours. It was poring rain, and we exhausted travelers had to talk our way through 2 different multi-entrance locked buildings. Bonus points: the door to the unit had some crazy magnet based lock that no one could be expected to know how it works. Needed: correct reservation information; exact information about what entrance to go to for the building; unit lock directions.
