First, let me say that the hotel employees were very pleasant and the treatment I received was great. Unfortunately, they immediately told us the pool was closed. First downfall as my child was really looking forward to a nice swim. We booked this night as a birthday surprise for my son to swim, go to Reds game, and Newport Aquarium. (Posting on your website that the pool was closed would have been helpful and save a lot of time.) Knowing a lot of the hotels were booked in the area, we decided to keep our reservation and just deal with the pool being closed. We walked into our ground floor room and was not impressed. Our room had a nice view of the drained, empty pool. We go to put our luggage down and we notice what appeared to be blood spatter on the comforter. It was red droplets. Even if it wasn’t blood, we, the customer, assumed it was and that’s all that kept running through our minds. We immediately took both comforters off, knowing we wouldn’t be using them. The room smelled musty and was somewhat dingy. I started to get the feeling of “I will never be able to relax or be comfortable sleeping in this room tonight.” Looking at the pillows, expecting, white pillow cases – there were smudges and spots that looked unclean. Still with that uneasy feeling, I looked at the bathroom and the black hairs on the soap dish and handle bar in the shower really did it for me. I simply walked to the front desk and asked if I checked out now, if I could be refunded. The front desk employees were very pleasant and I was refunded my money.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We sincerely apologize for the issues you had during your recent stay. The conditions of your room were totally unacceptable and not the experience we want our guest to have while staying with us. Our housekeeping department manager is aware of your experience and has taken the necessary steps to correct the problem. We also apologize for the pool being closed. The day before your arrival we had a problem with the pool which required additional time to fix.
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We are constantly making improvements so when you return to the Erlanger area we hope you will give us another try.
Area Sales Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.