The minute I walked into Hotel Congress I knew that I would love it. The lobby is beautifully painted in a southwestern style, and as I walked towards the desk I could smell the food from the cafe. I checked in with an extremely helpful young woman, who not only informed me about the working switchboard, but also let me know I could see the live music in the club that night for free. I made my way up the stairs (there is no elevator) and went to my room. When I opened the door it was like taking a step back in time. No TV's, old fashioned furniture, and the sound of the trains across the street. I had dinner in the cafe and the food was amazing. I saw the live music in the club on the beautiful Club Congress stage. All the staff was very friendly. I was sad to leave and can't wait to go back and visit again.

I loved the vintage decor, and I especially loved not having a television. The staff was exceptionally friendly and helpful, and the restaurant was the best in Tucson.

I can't even begin to describe my disappointing and brief experience with the Hotel Congress. When I called over a month ago, a very helpful young man made sure I understood the "no frills" atmosphere of the hotel. I had done my internet research, and the simplicity of the hotel (no TV, phones, etc.) was actually a positive for me and my traveling companions. He then informed me that the hotel was getting booked up for a roller derby convention (cool!) and that there were no more double rooms. So he booked a single room with a roll-away bed for the 3 adults in my party. We were so excited this and anticipated our stay there very much when we showed up for our stay this past Friday (2/24/06).

My apprehension began when we arrived and found there was no parking. We sent one person in our party inside to find out where to park. We were directed to a lot across the street, but instructed to be careful parking there because the restaurant located next to the lot gets mad when people park there. So we parked, carted all of our luggage across the street, and were non-greeted by the worst hotel clerk possibly ever in the history of travel. He simply informed me (when I gave him my name and reiterated that the reservations were for a single with a roll-away) that there were no more roll-away beds. Then he just stood there silently. No apology. No offer to find us another hotel. Nothing. He just stared at me like he was completely bored with the whole situation. After I asked why they would make the reservation for me, take my credit card info, and then give the roll-away bed away, he mumbled something about there only being 4 roll-aways in the hotel and that the manager had told him they had overbooked the beds. And where was the manager? She had conveniently left around check-in time. I assume to avoid the long line of irate guests that would be arriving to botched reservations.

I have traveled a lot, and I'm no princess. I'm always up for adventure and unexpected developments. But the level of rudeness and the complete lack of interest in our plight was too much for me. I can't overstate what a disappointment the Hotel Congress turned out to be. I suppose if you are tragically hip--as everyone who works there appears to be--you could go ahead and take your chances and hope that you are deemed cool enough to be treated well. Good luck to you, though, if anything goes wrong with your reservations because customer service and courtesy seem to not be much of a priority here.