In July of 2013 my family sold our house. Our new house wasn't ready. So, my sister-in-law referred us to this hotel. She had stayed here on many occasions when she came to visit us, for extended periods of time. At first, everything was ok. The rooms were nice. Though there are mold issues, lots of dust in the air conditioning returns, leaking showers, toilet paper holders falling off the walls, no stoppers for the tubs, 2X4's holding the kitchen sinks up & the list goes on. When we checked in we told the guy at the front desk (Jacob) that we had a large amount of cash from the sale of our house (we showed him this cash) & asked if it could be put in their main safe. He said no. But, that there were safes in the rooms. This was a joke. My husband asked him what happened if we forgot our password? He said "it's ok, we can access the safe so you can reset it". Ok? We then decided to split the money up. We put part of the money, along with some jewelry & other items in a safe in the trunk of our car. We told the valet that we wanted to keep our keys, since we were locals & not tourists. (Not wanting to make them aware of the safe). Valet at first was ok with this. Then, out of the blue, while we're out one day I get a call from the front desk telling me that I NEED to give valet our keys or we can't park our car there. Ok? So, we give them our keys. Within about a week of giving valet our keys my sister-in-law came for a visit. The first night she got here there were no rooms available. So, she stayed at the Marriott next door. The next day, she came over to check in. For like 3 hours my sister-in-law, her husband & her sister-in-law (of which is confined to a wheelchair) sat in the lobby waiting to check in. Well, this was the start of what turned into a
complete nightmare. Finally, after getting checked in, my husband had gone to my sister-in-laws room to visit & I had gone to our room for a nap. Not long after, I got a call from my son asking where I was going. I told him I was napping in the room to ask his father. He then called my husband & asked the same. My husband informed our son that he was in his sisters room. My son then said that what he thought was valet just tore out of the parking lot in our car (which was my sons car we had just gotten him less than a month earlier for his 16th birthday). As our son is walking over to the valet booth to ask why they're driving his car like that, the guy at valet is walking to him to ask him "Did you lend your car to friends"? OUR CAR WAS STOLEN!!!!!!!! My husband was already on his way down. As he got downstairs, my son told him his car had been stolen. My husband asked valet to call the police, they refused. He then went in & asked the front desk to call the police, they refused! He had to wait for his sister to bring his cell phone down so that HE could call the police. This was 20 or so minutes AFTER the car was stolen. The police arrive. Not one time did anyone from the hotel ask us if there was anything they could do. Not one time did anyone from the hotel ask if we needed anything. The officer went in to ask to see video surveillance. They at first refused. The officer stated that he would put that in his report. At that time, they stated they had to contact management. They finally allowed him to review the tapes. We parked our truck at the boat launch down the street because we had our boat trailer attached & couldn't park at the hotel. Concerned because our truck keys were on the ring with our car keys (of which the people who stole the car took from the valet booth that is left open) my husband tells our son he needs to go sit with our truck because now we have another vehicle at risk. We asked if someone from valet or the hotel could give him a ride, they refused. Our son had to run barefoot (his shoes were in the car because we had just gone out earlier) 1/2 mile down the road to sit with our truck. The officer stated that had they been called right away our car would've been found right away.
So, our car is stolen, our son is sitting down the street, everything is a panic. The officer leaves. Our car is found 5 hours later destroyed (windows busted out, dents all over, glass all over, everything stolen out of the car). Our family is a target! Our treatment from the hotel staff begins to take a turn for the worse. During our whole stay thus far, we've paid in cash. Once our bill would get to $1,000 we would go & pay, like clockwork. Two days after our car is stolen we drive to where they found our car. We spent hours searching the area in hopes of finding any of our belongings, to no avail. When we get back to the hotel, we're locked out of our room!!!!! So was my sister-in-law & her family. Now, all of a sudden they have a policy of which our room & stay have to be paid in full! We speak to the GM Tom Hastings. He claims that he's new & that he just happened to be going over everything & that our stay had to be paid upon policy. Now comes the slap to the face! He brings us a bill & on that bill WE'RE CHARGED FOR PARKING FOR 2 DAYS FOR A CAR THAT WAS STOLEN FROM THEIR VALET! After we paid & our children went to the room, my daughter went to the front desk for toilet paper. We're still outside with the GM at this time. The girls at the front desk then stated to one another, as my daughter is standing there (she's 14) "Oh, they think they deserve special treatment because their car was stolen"? OVER TOILET PAPER!?!?! A couple days later the GM calls my husband to come downstairs. He tells my husband everyone in the hotel is AFRAID of us & are threatening not to work until we're gone. REALLY???? That was basically him telling us to leave. We left that day!
This has had a major impact on our family. Be cautious when booking with this hotel. They are wolves in sheeps clothing!!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.