I never complain about hotels, and I have never written a review, but this place was terrible. It's in a good location, and looks good from the outside, but I have stayed in $49 motels that were cleaner and nicer. We got to our room at 11:30 pm and the sheets were dirty, the carpet was coming up off the floor and had dark stains all over it. The toilet literally had pee all over it when we lifted the seat up. The hair dryer was broken and hanging off of the wall. We were promised a crib for our baby, but when we arrived they didn't have one and recommended we put her on the couch bed. When we pulled it out, the bed was covered with black stuff and hairs. We would have left immediately, but it was midnight, and we had a sick baby that had just fallen asleep. She ended up sleeping on a couch cushion on the floor covered with our blankets. We checked out as soon as we woke up the next morning. When I originally approached the staff at 6:00 the next morning, he acted like I was an idiot and was making everything up, so I showed him all of the pictures I had taken of the room when we walked in, and they ended up refunding our money. I honestly don't know how this hotel stays in business or how it has any decent reviews.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 25, 2013
I’d like to thank this guest for sharing their experience at our hotel. It sounds as if it was not a positive experience at all and that is not what we try to deliver to our guests. I’m sorry they had to experience it. The suite described does not meet our cleanliness standards. All our suites are inspected by trained supervisors before being rented to any guest. In this case we must have an error and put a guest in a suite that was not ready to rent. The guest doesn’t mention anything but if they had let the staff know at the time we would have offered to move them to another suite instead of expecting them to stay in one that was not clean enough. The hotel was not full that night and we certainly had other suites to move to. We do have a very limited number of playpens for children available. All our Front Desk staff advises guests we will request them but we cannot guarantee the availability of these items. Fortunately we have been able to accommodate most of our requests for them but we did not have one for this guest.
I’m also sorry that the guest felt the staff didn’t believe them when they made their comments and we are working with all our employees to help them be more empathetic and compassionate when dealing with guest issues. I am glad the employee they dealt with took care of all the charges and did not charge the guest for their stay. Our Front Desk employees are not empowered to deal with guest issues rather they are responsible for dealing with them. They all have been trained to work with the guest and find acceptable solutions to issues which may arise.
Once again I am sorry the guest had this experience and I thank them for posting their comments. Without feedback we cannot improve.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
