J. R.
I arrived at 8:15am on 3/7/26, having driven since midnight, to lay my loved one to rest here in Cincinnati. I had sent a request through the hotel brand GXP chat asking them to consider early check-in. Hotel policy says those chats get a response every hour, but two days passed without any reply. My family's service was that Saturday at 10am. At the front desk, Bindu didn't acknowledge the unanswered chat and said there was no early check-in availability. She showed no human dignity, then said, "well you can pay our early check-in fee to check-in." I asked to speak with a manager and was told no one would be in until 1pm. I wanted to check in early just to freshen up, get dressed, and head back out for the service. The whole customer service experience, given why I was traveling to Cincinnati, was extremely unsettling. I called the Marriott on Mulhausher, and they immediately told me to come over and said they would GLADY ACCOMMODATE!!! I pray Bindu is never treated this way when facing a family tragedy while traveling to a new, unfamiliar city.

