I was disappointed during our last booking of the Chase Suites Hotel Tampa Florida. I booked the hotel for 9/25-9/28 dates for the family vacation through Hotels.com. In the description and the pictures(that your company provides for the third party website) you can see the nice updated and clean rooms, the guest ratings are 4.1. I did not even hesitate to book it. When we arrived they gives us the room key for room #500, we just came in left our bags and went shopping, the stench smell of the room did not alert me, I just left the window open to get rid of it. When we came back I took a good look at the room, especially of the kitchen ( it was one of the main point why I booked the hotel, because we needed a kitchen where I can prepare food), I was so disappointed. The kitchen was way outdated with the dirty smelly sink, with some small toy near it ( probably from the previous guests), with wet celling, wet walls, wall paper peeling from one corner and showing the side of mold, huge stains on the carpet, stinky microwave (rusty too), refrigerator with an overwhelming smell and stains on the outside. I called the front desk , said my room number and asked if the smell comes from the wet walls and is it moldy, if we can switch to another room and there were no crib in the room as we requested for my 6 month old baby. The front desk lady who was on the evening shift that night, got offensive and said all the rooms are the same, they don’t have crib(even if it says in the online hotel description), but only pack-and-play, and the room smells because it was raining for 3 days. I did not want to put my 6 month old and my 10 y.o. in danger by breathing in the mold and asked if I will get charged for the night if I’m not going to stay in the room. Her reply was to call Hotels.com. I called Hotels.com and they referred me to call back to the front desk of the hotel to resolve the refund issues. I booked another hotel nearby and went to the registration office to return the key. The front desk lady start apologizing saying that she did not realize that they put us in room #500 and said that this room should be not assigned to anyone because it’s under update/construction/etc. I told her that I actually said my room number several times to her over the phone conversation. She said it did not click in her head and there was a paper somewhere near the registration computer that says no one should be checked in to #500, I said it was too late and I booked another hotel ,because she told me over the phone that all the rooms are the same. She could not undo the charge for the night of 9/25 and asked me to call me next day and speak with hotel manager. I called general manager next day several times and left multiple messages to call me back, finally around 5 PM I reach pout to her again. I explained my situation and said that I would like to have a refund for the night that we did not stay because of the condition of the room. She got offensive and said all rooms are renovated and update, I offered to send her the pictures that I took with my phone. Here exact reply was: “You can send whatever you want, I know all the rooms in the hotel and they are fine!” I asked he to contact her evening front desk personnel from the previous night, get the key and check out room #500 herself. She replied that she will check and call me back within 24 hrs. I waited 48 hr. and did not receive any calls from her, left multiple messages where I provided my phone number and asked her to call me back ASAP. She did not return my calls. I was under the impression that at least customer service will be better than the room but now it makes me think that your staff truly does not care about the customers or not trained to resolve the conflicts.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We apologize that you were unsatisfied with your stay. I am glad we did get in contact with you via phone and resolve your issues. Our employees here at Chase do thrive on consumer service and making everyone comfortable during their stay. Our entire property is undergoing renovation so we can have a new fresh clean look. We did get your problems resolved and thank you for your comments.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.