Executive Airport Plaza

I am a bus driver working for Universal Coach and Jonview, and I would like to share my personal experience during my stay. The front desk agent, Claire (an Asian/Korean staff member) showed a serious lack of professionalism, empathy, and customer service. It was Aug 2 2026 about 7-8 pm issued My check-in took approximately 35-45 minutes, even though it should have been a straightforward corporate reservation. At first, she could not find my Jonview booking and called her manager in front of me, saying that the booking had been cancelled a long time ago and asking what she should do. As a customer, hearing this immediately made me worry that I would not have a room. This conversation should have been handled privately instead of creating unnecessary stress. During this time, I was sitting in the lobby holding several bags. Since the process was taking so long while she was on the phone, I told her I would quickly return to my 14-seat passenger van to grab the rest of my belongings. She agreed. However, when I came back a few minutes later, she had started helping another guest, even though my check-in had not been completed. I then had to wait another 10 minutes before she returned to me. When I asked how everything was going, she simply replied that she had found my booking. Throughout the entire interaction there was no smile, no welcoming attitude, and very little professional communication. She then asked what felt like endless questions, including my company email and work phone number. She also insisted that I personally pay a parking fee and a security deposit because, according to her, my company had not guaranteed those charges. During this same four-day trip, I stayed at three different hotels, and none of the other hotels asked for my personal credit card for a security deposit or requested my personal phone number. Every other hotel found my corporate booking immediately, completed the check-in in about two minutes, and handled everything professionally. This made the experience at your hotel stand out for the wrong reasons. After finally receiving my room key, I asked where I should park my large 14-seat passenger van. I specifically explained that I was concerned about blocking other vehicles and asked whether there was enough space. She showed no interest in helping and simply told me to park outside at the back. When I checked the area, it was already full of small cars, and my vehicle would likely have blocked other guests. I eventually found another parking area on my own that fit the van perfectly. I don’t expect perfection from hotel staff. Everyone can make mistakes. However, if someone is unfamiliar with a corporate reservation process, the least they can do is be polite, communicate clearly, and treat guests with respect. I work in customer service as well, so I understand how important every interaction is. Bus drivers also share feedback with each other and with our companies about which hotels provide good service. Experiences like this influence future hotel bookings. I am not someone who usually writes complaints. However, if nobody takes the time to provide honest feedback, poor customer service will continue, and other guests will have the same experience. I sincerely hope management provides additional training so future guests receive the professional, respectful, and welcoming service they deserve.

This hotel is really nice and extremely accommodating!! We arrived early and they stored our bags for us. The rooms are very nice and quiet. We thoroughly enjoyed our stay

Very friendly front desk team Early Check-in on a night flight Great rooms, free shuttle Good breakfast restaurant