The front desk reservations were not friendly on the phone. Online they had a king bed room available on every site I checked and even booked one with my credit card (its supposed to guarantee the room!) then when I called after booking they told me they only have a two double bed room that costs more! They acted like I was a jerk for not believing this info and did not once apologize. The room with two double beds that we got was ICE COLD FREEZING INSIDE. After two hours and the heater was still blowing cold air I went to the front desk. He immediately said I was wrong, the heater does work! I was treated like an irrational female and a liar. I had him come in the room and I saw him move the dial on the thermostat and claim I had it on the wrong setting, which was totally a lie on his part. I said I cant be in that room, he just argued with me. I went back after 15 minutes on his so called setting of the thermostat and told him it was still cold and I was by then sniffling and feeling like I was catching the flu. He said there are no other rooms (though the scary deserted underground parking garage was almost empty! makes you wonder how the hotel could be full) and that he could not get a hold of the manager. He did not even try. I told him I need to get my money back because I could not stay there. He said that he could not credit my c.c. and I could call the manager in the morning. He didn't even offer to get more blankets. I have never been treated so rudely. Also, the sliding glass door was not latching 100% and some air was coming in, it looked very unsafe out there on the first floor, right next door to a fast food place. The pillows did not smell fresh, mystery "stains" on the comforter, the sheets made me itch, the lamp had a broken switch making it almost impossible to turn on, the bathroom tiles and shower walls had mold...I don't know if I will get my money back but will update when I find out. I felt blackmailed into staying. A very bad experience. If you are a female don't go into the garage alone, it does not feel safe!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Guest Called directly and was told that the only rooms we have available was Non-Smoking 2 Beds. She said that the Internet had a king bed available. I told that we don't have King available and that if she will book through the internet it will still be put in to Non smoking 2 beds. She was warned about this, yet she still decided to book through the internet.
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Guest checked in at 7:45 pm and said to the front desk that she was renting room for a friend that she wasn't even going to stay in the room. The reservation that came in was made for 1 person. Front desk person showed her the room and she said it was okay with the room. She was also told that whom ever is going to stay in the room must come to the front desk and show his ID. The gentleman that the room was rented for came by the desk.
2 hours later the Lady came by and said she wanted a refund because the heat wasn't working.
Front desk went into the room and saw that the heating unit was set on fan and not heat. He switched it over to heat and told the guest give it a few minutes to warm up. Guest still wanted refund. We told her that she wasn't going to get a refund.
The lady left the hotel, and the gentleman stayed in the room. No complaints came from the gentleman.
The gentleman checked out at 9:15am and handed the keys in. I went into the room and the room was very warm. The heating was still on and working fine.
Lady called at 9:30am and starting complaining how she had to leave the room because it was to cold. She said she caught a cold from staying in the room. A room she stayed in for only 2 hours. She was told that no refund can be issued.
She also said when she rented the room that she was renting the room for her boyfriend and she wasn't even going to stay in the room.
She started to threaten me by saying that she was going to call the police and BBB. She said she was going to put bad reviews all over the Internet if she didn't get a full refund. I had told her that it felt as if she was threatening me into giving her a free room. At that point I couldn't do or say anything to her except you can do want you, but I can't issue a refund. She said you rather me go to the police or BBB and file complaint then give me a refund.
Basically the guest checked at 7:45pm renting the room for a boyfriend, used the room for 2 hours. Then she asked for a refund. She left the room and the gentleman stay in the room for the rest of the night. Guest was trying to get a free room without a valid reason. Everything was working in the room.
I am sorry she felt mistreated....
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.