My family has stayed at this hotel once or twice a year since it opened. Since Douglas has limited choices, we have continued on return visits even though the hotel has been just okay in the past. The HORRIBLE experience we had over the summer has helped over family to decide we will not go back.. A few hours after check in my sister called me into the bathroom to show me the disgusting situation of a pile of dead bugs being caught in the lighting over the bathroom sink. Mentioned it to the front desk. Since it was over the weekend, we were told that a maintenance person would do it when they returned to work on Monday. They said it couldn't be cleaned up until then. Then, the next morning, we were awakened about 6:30am by a member of the cleaning staff using their key to try to open our door. We had the security latch secure, so the person kept opening the door into the latch until I went to the door and told the person that the room was occupied. She apologized. I understand everyone can make a mistake. A few hours later the breakfast service ( or really lack of service) put me over the edge. We came to the breakfast area about 20-30 min remaining in the breakfast service and there was very little food left. No eggs, no cinnamon rolls,no biscuits, etc. Four more groups came in & waited around for replenishments. None came and there was not a plan for more. We were told that things were not replenished during the end of service. Even though several of us explained we had been there well before the end of the breakfast service, we could not find anyone to help us. Front desk just shrugged her shoulders, one employee who walked by during our drama actually said, "it's not my job" and walked off. Finally, there was an employee who walked by , heard our complaining, and said she would figure out our breakfast situation. (She was not a food service employee.) She just asked us what we would like & she got some food for us. By then, it was well after breakfast should have ended, but I thought it was so nice to finally find someone who understood customer service. (Wish I remembered her name--young african american woman.) We decided to alter our plans and check out a few minutes later. Haven't been back. Employees need customer service training and the autonomy to make good decisions. Also, if breakfast hours are posted, I think a hotel should provide a good breakfast to all who arrive before breakfast closes--not just provide "leftovers" for those who arrive at breakfast 30 minutes before it closes.should have written this right after the incident, but just realized they were onTripadvisor.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for your feedback. We value your comments, as they enable us to further improve our services and to surpass the very high standards our guests expect. I am disappointed to hear of your experience at our hotel and would like to follow up with you. I have sent you a private message in effort to obtain more information regarding your stay.
I look forward to hearing from you and being of further assistance.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.