Pearl Concert Theater

I specifically told the front desk at check-in that I have a smoke allergy and asked for a room with absolutely no smoke smell. The front desk agent even mentioned that several guests had already come down that day to complain about smoky rooms, which was surprising since this is supposed to be a non-smoking hotel. After waiting in line for about 30 minutes to check in, we finally got to our room. The moment we opened the door, we were hit by a very strong cigarette smoke odor. It was so bad that even my husband, who is a smoker, couldn’t tolerate it. We had to go back downstairs and wait in line for another 30 minutes to request a different room. Unfortunately, the second front desk employee who helped us showed no empathy or apology for the inconvenience. The first employee who had checked us in also saw us return but never acknowledged the situation or apologized. We even had to ask for an update before anyone told us they were looking for another room. In the end, we were moved from a king room to a room with two double beds. By the time everything was resolved and we finally got into the new room, it was already around 3:00 a.m. Thankfully, the replacement room did not smell like smoke, and at that point we were too exhausted to go back downstairs again. The hotel itself was fine, but the room quality and especially the lack of empathy and customer service from the front desk made this a very disappointing experience.