Opal Hotel & Suites

I stayed in the Presidential Suite from February 6th through the 8th. I’d stayed at this hotel several times during 2025, and the staff knew my service dog well. On the night of the 7th, Bar Manager James approached me about the dog. He said the GM was making an issue of him wearing his vest. After a day at Old Town and City Walk with the vest on, I didn’t think he needed to wear it at the hotel, where he was already known and liked. I’d never met the GM before, so I don’t know if she was new. I went upstairs to get the vest, then returned to the lobby and asked to speak with the GM so I could explain the law. While I waited for other customers to finish at the desk, she came out yelling, asking whether I had something to say and telling me not to talk to her daughter. I’d only mentioned in passing that the dog had his vest on now. She kept yelling, behaved very unprofessionally, and wouldn’t let me get a word in. She said she was revoking my room and that I had to check out by morning, even though I had another night booked. Later, other staff told me I was fine, didn’t need to check out, and was welcome back. After finishing my work in town, I returned to the hotel but chose to leave and give up my night rather than risk running into her again. I had local business again this weekend and booked a one-night stay, but during the day the hotel called to say I was listed as “Do NOT rent.” I had to call Expedia to cancel and rebook elsewhere, which they did. I can’t say enough about how badly the General Manager treated me. She was rude, threatening, and unprofessional. I hope the property owner speaks with the staff about her actions and how she treats people. I got the impression she isn’t well liked by her own staff.

I stayed Feb 13,14. The pool looked really nice, though I didn’t use it. The room looked like it might have been nice 20 years ago, and maybe they’re updating it. At check-in, the keys didn’t work, so I had to go back to the desk. When I got up around 8am Saturday and got in the shower, there was no water. I called the front desk and was told they’d notify maintenance. I had to wash with a rag in the sink and leave for the day. When I got back around 8:30pm, there was still no shower. I called the desk again and got asked, “Well who did you talk to?” I couldn’t speak to the manager, and was told they wouldn’t contact the manager. They wouldn’t move me to another room because they were sold out. I also had to hunt for ice. The second-floor machine wasn’t there, and the one on the first floor was out of order. In the lobby, I heard a woman who said she was the GM arguing on the phone with a guest. They were overbooked and she was telling them to go back to hotels.com for their refund. A guy from the kitchen noticed me with the ice bucket and said he had ice in the back. He was the only person who showed any customer service during the stay.

The front desk clerk, a Black lady with wavy hair, had the best customer service. I loved her. The front desk and pool area were nice too, and the pool looked exotic. This could be a nice place if they invested in upgrades, painted the walls, vacuumed the elevator carpet, redid the bathtub, charged people for smoking, and washed the covers with Gain so they wouldn’t smell. As it was, this felt like a two-star place. The rooms smelled, and I had to keep the door open to get outside air circulating. I didn’t book, and wouldn’t come back. I don’t know how cheap it was, but if it’s not bad, book it. If you’re not on a strict budget, don’t.

The room was clean, and the pool and lobby looked beautiful. Tre was very accommodating at check-in, and all the staff greeted me kindly. A man from maintenance even opened the door for me. The staff were amazing.