We booked 4 rooms with plenty of time. When we arrived we requested an early check in (by 2 hours). They assured us we would be fine. We arrived and our rooms were not ready. They told us to come back in an hour....they ended up telling us this 4 times until close to 7pm on a Saturday night. The lobby was packed with over 50 people waiting for a room. They were booked the night before, short staff, and the previous guests had late check outs. They were not prepared to handle another full house. Their customer service was poor. The manager on duty, Carol McDevit, had no plan to execute the problem and no customer service skills to calm upset guests. They were giving rooms to guests on a first come basis as they were getting cleaned. We ended up staying in line for 2 hours with 8-10 people behind us waiting as well. The rooms were okay- we slept well. However, when I requested 2 extra pillows (I am almost 7 months pregnant) they said I would have to go out and purchase them myself. I asked for a manager to call our room twice and she never did. They did not offer to resolve the issue in any way. I called the general manager after our vacation to find he no longer worked there. An executive assistant took our complaint. The concierge, Louis was great! The bell staff was even shocked at how horrible the management and registration folks were. Beautiful hotel, okay beds, horrible service with a lobby full of people laying on the floor waiting for a room.