I stayed at this hotel with my family and other families for the USSSA (Softball) World Series. I was concerned when we arrived at the individuals that were loitering outside of their respective rooms, smoking and drinking in full view of the girls. I also dismissed the peeling paper in our rooms, and the bugs that were incessant, especially in the singular small bathroom. I dismissed the 8 construction workers leering outside at 5AM when I went to get coffee at the WaWa across the street. I also dismissed the sudden "failure" of my daughter's room to lock, necessitating a call to the maintenance man, who suggested that he would have to "fix" the battery. I could not, however, dismiss the fact that a little girl on our team was robbed of $300+ of cash and gift cards by that very same maintenance man - who admitted to the police that he was granted access and entry to the room by the assigned maid, rifled through the drawers and stole said items. I travel extensively for work, and have stayed at 5 star hotels as well as those hotels where I have had to sleep with a chair bolting the door closed. This was a most unpleasant experience, equaled only by the failure of the staff to recognize and address the urgent nature of the issue.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you, Susan F, for taking the time to share your feedback. I was naturally disappointed you were unhappy with your experience at our hotel which is why we permitted the group to leave for closer accommodations to your event - at least this is the reason your group told us you wanted to leave. I'll add this was also before the incident you referred to at the end of your review. I'm sorry you didn't share your concerns with your specific guest room until using this public forum, but we are now aware and can work to improve the situation for future guests.
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Again, I only wish you had shared your concerns about the wallpaper, bugs(?) and "leering" guests so we could have addressed them proactively, versus reactively. Wallpaper is surely an easy fix and we would have been happy to address that. This is the first I've heard of any bugs - I do wish you would have elaborated on that as we have contracted preventative treatment (by Ehrlich) every month and would report any oddities for immediate remediation. As far as "leering" hotel guests, unfortunately they were just as entitled to "loiter" outside their rooms as your girls/children, or another other guests, would be. If potentially predatory behavior by the other paying guests was a concern, I would hope you asked the girls to remain in their room or perhaps use other hotel facilities so not to be "leered" upon. If their behavior, verbiage or actions were more sinister or invasive, the Front Desk and/or management needs to be made aware immediately to address.
Lastly, you are mostly correct about an extremely serious incident involving a newly hired maintenance man. There was indeed a theft, and was admitted to by this new hire as a result of the hotel having called the police. It goes without saying this person has been terminated from employment with our hotel. The victim was returned all of her belongings and as additional compensation the parents were refunded their entire stay.
To clarfiy the fragmented information you provided, I wanted to share these additional facts. First, the hotel conducts background checks to determine eligibility for employment. This gentleman's record was clear. Secondly, it was the hotel who called the police to report and investigate the incident, not the guests. The hotel was just as eager to get to the bottom of the situation as was the guest impacted. I have personally followed up with the guest to express our sincerest apologies, and to reaffirm our position that we will support whatever legal action the guest wants to take against this former employee (it is our hope they will follow through with action). Unfortunately, since the hotel was not the victim, we cannot engage legal action on the guests behalf. You felt the hotel was negligent in our recognition and addressing of this situation, but I would be curious to know what you felt the hotel could have done differently to react to this situation? Employee theft has never been an issue for our hotel so this is indeed a training opportunity for us as well - we would welcome suggestions you have for what you feel would have been an appropriate response.
Again, thank you for your feedback. While I wish it were more positive, you have given us your areas of concern and we can work to address them immediately for future guest satisfaction. I hope your team had great success in the tournament and I wish you safe travels!
Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.