Our arrival was really disappointing. After traveling 12 hours, we arrived a couple of hours before check-in. I had emailed beforehand to inform them of our arrival time in the hopes that we would be able to check-in early. Our room wasn’t ready which we took well given that we were early. No problem we went off to get something to eat and explore a bit. We were gone for a little over an hour, the exhaustion coupled with the time change got us, especially our 5 year old. We went to sit in the lobby and watched as other guests arrived early and were able to check-in and go to their rooms. At this point, we really began to get upset. Why were these guests able to check-in? There was no offer of a more comfortable place to wait or vouchers for a drink or bite at ok of the restaurants, pretty standard procedure in a case like this. We continued to wait, past the designated check-in time. Close to 3 hours waiting. We were finally given our key cards and sent up, relieved to finally be able to rest only to arrive and find that the room wasn’t ready and someone was still there trying to finish cleaning/setting up. We felt so bad for the fellow, it was his first day he told us, clearly very nervous. So, we awkwardly stood at the door, as the poor man rushed to finish. Why had reception sent us up? No real acknowledgment of this situation, not acceptable at a “5 star” hotel, especially not acceptable when you book one of the nicer/expensive suites. Not 5 star hotel lack of attention