We stayed at this hotel from August 6-8, 2008. The check in on August 6th was uneventful. On August 7th, when we returned to our room in the afternoon, the electronic key did not work. We got the key recoded and were able to enter the room. At around 10:45 pm, we were again returning to our room. The key did not work, so we went down to the front desk and received another key. That key did not work either, so we went down to the front desk again. That key also did not work, so we went down to the front desk again. This time, the front office clerk came up to our room and tried the key. She was unsuccessful. She used a master electronic key she had and it also did not work. She tried a master metal key and it also did not work. We asked her if there was another master key that may work? She said that her boss would be the only person that had it. She said she would have to wake him up. About five minutes later, a man came walking up and tried the two electronic keys again. He was unsuccessful. We asked him if he had the master key to unlock the door? He said no. We told him that the front desk clerk told us that she would have him bring that key. He said he needed to go get the key. We told him that we have been waiting for about 20 minutes to resolve this and that the front desk clerk told us that she would have him come bring the master key. He said that if we didn't like it, we could go stay somewhere else. He then raised his voice, pumped his chest and said "I am the owner and basically told us to go somewhere else". He stormed off and came back about five minutes later. He tried an electronic key and it didn't work. He said that either the battery died or some other part malfunctioned. He said that we could stay in a room downstairs. We told him that won't work, because we have medications that we need to take and they are in the room. He said "Oh, you are already checked in?" We told him we had been there for two days. He left again, and came back with the master key and unlocked the door. After the door was unlocked, we asked him what we did to cause him to treat us this way? He said that we caused him to be woken up by his staff to come deal with this issue and we made his front office clerk 'nervous' when we came down to the desk so many times. Well, duh!
We are still in shock over this experience. The owner doesn't care about customer service at all. Either you don't complain about malfunctions in his hotel, or you have to put up with his insults and ranting/raving.
The establishment is basically a motel even though they would like to think of themselves as more since they also have a spa. The rooms are run of the mill motel quality furniture, tv, bathroom, worn out towels, shampoo and conditioner (only---no lotion or anything else), no closet, shower curtain that allows water to puddle on the bathroom floor. The bedspread was the nicest item in the room.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Would I recommend this hotel to my best friend?
no way!
I recommend this hotel for:
Young singles, A romantic getaway, Girlfriend getaway, People with disabilities, Older travelers, Families with young children, Families with teenagers, Tourists
I do not recommend this hotel for:
Young singles, An amazing honeymoon, A romantic getaway, Girlfriend getaway, People with disabilities, Older travelers, Great pool scene, Pet owners, Families with young children, Families with teenagers, Tourists
I selected this hotel as a top choice for:
Other
Management Response
janetjewel, Management
(Management representative)
Aug 18, 2008
We apologize if this guest had a basd experience with their electronic lock and felt that they were treated rudely. However, there are always two sides to every situation.
The guest came to the front desk because their key did not work. Our electronic door locks are just about 1 year old - and apparently this lock was malfunctioning. The clerk went up to the room three times to try everything she could to open the door. She was in tears by the third time because the guests were being rude and demanding and she was trying everything she could.
She then called the maintenance person, who is on property after hours, and he came down and attempted to open the door. Granted, by this time, a guest would have the right to be upset. However, both people were trying their best to solve the problem. The maintenance person did not know that they were already staying in the room, so he tried to give them another room so they at least would not have to wait longer. They told him their medicine was in the room, so he had to call the corporate office and get the code to the master keys (which every room has one and they are kept locked).
We apologize sincerely to these guests for their lock malfunctioning --- it is never a pleasant experience for anyone to have something not work. However, when the staff are trying to assist and correct the problem, it is disheartening to take the situation out on them.
As far as a the quality of the rooms, these guests stayed three nights and this is the first we have heard of their dissatisfaction. Our linens are new, our televisions are new, 27" and we get very good compliments from our guests on our staff's performance and service.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
