You really need to work on customer experience. I...

You really need to work on customer experience. I had the following issues:
1. I tried to use mobile check in. When the reader failed to read my ID, there was no feedback. In retrospect, the issue was that I was not listed on the room - only my husband was. But there was no feedback from the reader.
2. I moved from mobile check in to the front desk. One person was being helped. Six employees were behind the desk doing various things. I waited for 5 minutes. That's frustrating.
3. If you have a full kitchen in a room, do what you need to do provide a few basics and still follow health codes. When I see a full kitchen, I expect there's a corkscrew in one of the drawers.
4. If you're not going to provide basic utensils, hire enough people to service the rooms so that it takes less than 45 minutes to get a corkscrew or a glass delivered. I called to request one, was told it would take 30 minutes, asked for it to be quicker, was told they'd try to do it in 15. It took 45 minutes and an additional phone call. Again, particularly not what I expect in a room with a fridge, microwave and stove top.
5. Have hot water.
6. Figure out your customer check in process. I requested a room change after being informed that hot water would only be sporadically available in my tower through the weekend. The front desk said no problem just come downstairs and we'll move you to a new room - gave me the new number. When I got downstairs, they said nevermind, we shouldn't have let you check in in the first place. Your husband has to call this phone number and add you to the room. I pointed out that I was already having to change rooms because of no hot water, had the same credit card as the one used to pay and the same last name as the name on the room. No dice. I can sort of understand sticking that hard to the policy, particularly given recent events, but this would have gone down a lot easier the first time I checked in.
7. The manager I talked to had no interest in hearing me. He cut me off when I tried to speak and repeated that they have to stick to their security policy. I understand his position, but it would have gone down easier if I had felt in any way heard.