My experience with Executive INN, Fresno, California was this place was anything but Executive treatment - this particular visit has made me uncomfortable in ever staying in another hotel or using booking.com again. Please advise all your clients to stay away from this horrific place.
The events are as follows:
7:04p.m.: Arrived in Fresno (downtown) only to find that the Super 8 in downtown knew nothing of any other Super 8 in Fresno - the reason being is that within the timespan of the previous week, Super 8 became Executive Inn. Please note here that I was not given any advance notice WHATSOEVER that this particular change had taken place. Be it of note here that their rate sign advertised their rates at $44.95 per night - so I wish to know where my discount was?
7:35p.m.: Walked into a sauna heated room (102). I immediately went to the office to inquire if the air conditioner was working. After an extended wait to be able to talk to the owner, he informed me that they do not keep the air conditioner on if there is no one in the room & that once I turned on the air conditioner, it should take approximately 35 minutes to cool off the room. Please note here that when I attempted to shut the front door & found the wood to be warped, thereby making it hard to shut the door so it would lock.
7:40p.m.: Returned to room 102 & went to the bathroom. I looked into the toilet prior to sitting & found a circular pattern of red insects that I assumed to be ants although I neither took pictures nor samples. I flushed the toilet & sat down and observed several hundred dead red insects (which I also assumed to be ants but I did not take pictures nor samples) on the floor in the toilet area. Additionally, when I got up & opened the door to enter the sink area, I observed a much bigger dead insect on its back with legs extended on the floor between the sink area & where the rugs begins.
7:45p.m.: immediately returned to the office & without thinking I asked the owners for a broom to sweep up all the dead bugs in the room. The man & the woman whispered something to each other & then offered me another room & tried to explain away the bugs by saying it was becoming summer & the bugs were just looking for a cool place (again, the room was heated like a sauna when we arrived). I said to the owners that I have a bug sprayer that comes every other month & the female owner informed me that they do too. I told her that when my guy sprays we don't have insects in the house, dead or alive, so they might well want to look for a different provider.
At this time the male owner took me to the room next door (103). We entered that room & started moving our property to the replacement room.
During my very uncomfortable stay, I found the pillow top mattress to be broken down on the side closest to the door, thereby making laying on the bed very uncomfortable. I had to set the bedclothes up so that I could lie crossways on the bed in order to not feel like I was falling out of the bed.
Additionally, the remote control was mostly inoperable & the only HBO channel played SPANISH ONLY, thereby making HBO impossible to enjoy since I do not speak nor understand very much English at all.
Later that night I did place a call to booking.com & talked to a very sarcastic female that informed me that I should have took pictures of the dead bug to prove what I was saying. I stated that after seeing that I was too shocked to think about pictures. I asked who the CEO of booking.com was & this female informed me that the CEO was a "ZARREN" (her spelling) but could not tell me if the CEO was a male or female or if that was their first or last name. I then asked to be connected to a supervisor & she put me on hold & then the connection was lost.
11:55p.m.: Not being able to sleep due to going into the bathroom (I kept the light on in order to try to ward off any unwanted pests) & finding the same red colored insects on the wall. By this time I was very irritated & called booking.com again. This time I was connected to an English male who supposedly took down the information & supposedly cancelled my Tacoma, Washington reservations (in August 2014). During our conversation about my complaints, distress, discomfort & inability to sleep, I informed the English male that the only reason I was staying until early morning was due to my son needing to sleep because he had to be awake early for his bowling tournament in Clovis. I then asked if someone could call me around 4:30a.m. so I could continue the complaint process and so that they could contact the front desk of Executive Inn after we had left because I wanted no further contact with the owners of this bug infested hell hole. This person did assure someone would call at 4:30a.m.
5:30a.m.: I called back to booking.com as no one had contacted me. I asked for a supervisor & they referred me to you. I, AGAIN, explained my situation to you & you told me that you would attempt resolution with the front desk. I asked you to wait until we checked out as I wanted no further contact with the owners.
6:10a.m.: I turned in the keys to the night clerk & informed him we were checking out & left for Clovis.
6:30a.m.: You called back & informed me that the owners would reverse the charges for Night 2 but not Night 1 so booking.com would refund my Night 1 stay as soon as I sent you the receipt for the room. Please find attached a scanned copy of my receipt. I appreciate you assisting me, you were the first positive experience in this whole horrible ordeal. Additionally, I thank you for actually cancelling the August 2014 trip to Tacoma, Washington, because as I explained to you I am very leery of trusting your service with my hotel accommodations at this time. I did receive the e-mail confirmation of the cancellation, however, within a week of booking that particular trip back in January of 2014, I was charged for 1 night's stay & that has not been refunded at this time, can you please check on the status of that refund as well.
I really appreciate your assistance in resolving these issues. As a further note, I am also out money for bug spray due to having to spray down all of our clothes in the trunk of my car to ensure that whatever the insects were at that room do not transfer to the inside of my house. Additionally, I will be having to come out of pocket for dry cleaning on 3 shirts for my son.
Please inform the Executive Inn owners that they need to get their act together, get all of the rooms insect free & don't be so quick to blame the weather for their inability to have clean & insect free rooms for the traveling public. As a final note, both rooms were less than clean almost to the point of filth in some areas.
- Official Description (provided by the hotel):
- A Family Owned Franchise in the heart of the Central Valley. We have been the owners of the Executive Inn since 2007 and have made every effort in turning this property around. Please join us for a stay while traveling on the 99. We have 46 rooms singles and doubles, and non-smoking and smoking are available. Breakfast is served daily which features a Super breakfast. We have excellent Wifi for your work needs or personal. Join us and our staff in letting you have a wonderful stay with us. ... more less
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- Also Known As:
- Super 8 Fresno
- Super Eight Fresno
- Fresno Super 8
- Fresno Super Eight