First let me start by saying I'm not one to write a review like just to bash a hotel. I'm in the travel business as well as a Marriott Elite member. The experience I had at this hotel was probably one of my worst of all my stays at any hotel.
Let me say from the outside and in the lobby, the hotel looks very nice. The problem I had started the afternoon my wife and I arrived. I was trying to take a nap around 4:00 in the afternoon but couldn't because the housekeepers were literaly screaming in the hallways. Not only screaming but saying a lot of offensive four letter words. If I had kids I would have been mortified. After everything that happened which I will explain below, I did mention this as an aside to the head of houskeeping and she was not surprised of what I was saying and heard of such complaints before.
The biggest issue is to come and all of this did happen. Around two in the morning, my wife woke me up and said she couldn't sleep because she felt very itchy. We thought it could have been a down comforter under the sheets so we took of the sheets and after we pulled back the covers that were over us that night, we found a roach crawling around. My wife was going crazy and to say she was upset was an understatement. I called down and someone who said he was the manager came up to our room and saw it for himself. He switched our room but my wife refused to get in bed and we were up all night. I booked this on priceline so I had to go through some hoops to try to get my money back. Obviously we left as soon as the sun came up and finally after three days of calling, I was told my credit card was refunded. Why it took so long to do is beyond me.
The last issue I had is that in the chaos of leaving the room at 2:00 a.m., we left something very important to us in the room. I realized it later that evening and when I called the hotel to let them know, I was told no one was there to help me. After speaking with the head of housekeeping today (and she has been very nice and my only real help during this) she said someone was there and I should have been transfered to someone right away. To make a long story short, that very important item was thrown out by housekeeping. Why they don't hold on to things for at least 24 hours is really a mystery to me. Just to throw someting out like that is a disgrace. Now that is something we'll never get back.
I would not stay here again if they offerred me the best suite in the place for free. The head house keeper is the only one that was sincerely sorry for what happened. No one else could have cared less. And I'm sure after we left, they didn't throw out the mattress with the roach. Tthey probably just made the bed and room 404 is ready for it's next guests to arrive.
