Our first night of a two-night stay both my husband & I tossed & turned sleeplessly the entire night due to all the lumps & creases in the bed. Come morning, we pulled back the sheets & discovered the sides of the mattress pads that hold them to the bed were completely - & I mean completely - shredded, which allowed the pads to bunch up into a myriad of creases. Turned out that the manager Jenine was well aware of the terrible quality of the pads right from the date they arrived, but had been using that set for an entire year anyway, rather than spend the money to replace them. Although they told us they had no extra pads, they somehow found some for our second night, which allowed us a good second night's sleep. Staff were all polite but manager Jenine was unwilling to refund the first night's stay, saying "all I can do is give you a credit" (which we would never be able to use), when what she meant (admittedly, in the end) was "all I will do". Spending over $120 to be unable to sleep at a facility meant for that purpose made the experience all the more disturbing. Can't believe she knowingly put guests through that experience & then insisted on keeping the money of those who rightfully complain!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Please accept our apology for your poor nights rest. I see that my team responded to your complaint quickly and corrected the problem...
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.