We travel a LOT both for Leisure and Business. I have heard nice things about Aloft but have never stayed there. We always stay at the Hampton Inn Arundel Mills when we are in this area but this time figured we would try something different since we were only going to be there 1 night.
First, we checked in and went to our room - it was 100 degrees outside and it was 80 degrees in our room - the air was COMPLETELY off, not just at a reasonable setting.
Second, when I walked into the bed area of the room, the sheets and blanket looked as if someone had already used the bed. Not sure, I asked the front desk to move us. She did without any problem - I will mention again later but this particular staff person was the ONLY highlight of the stay. Also, in this room, the TV didn't work.
Third, we went to the new room, much cooler, bed was neat, but again TV did not work. We are very electronically savy people so it was NOT us. I called the same girl at the front desk and she had the guy on duty to come fix it - he couldn't fix it but he and his co-worker did replace it with another tv so that when we came back from dinner with friends it would be working.
So after all of this, we finally get back "home" at midnight, everything seems fine, we are all 3 looking forward to sleeping in after a great night out with friends. When at 5:45 AM - the Fire Alarm goes off and we are woken up terrified because we have our 7 year old and 6 flights of stairs to evacuate. We all rushed to grab shoes and rushed out the door - only to find, the ONLY ROOM WITH THE FIRE ALARM GOING OFF WAS OURS!!!! I called the front desk, a not so friendly person answered and actually laughed when I told him what was happening. The person comes to fix the alarm and he literally could not get it to stop, he had to rip it out of the wall. And as he did, he shook his head and apoligized profusely. He said make sure to mention this when we check out because he understands that this is unacceptable.
So, when we went to check out, the nice girl (her name was Mocha) said that she was not going to check us out because we had been through so much in our short stay. She was very nice about it and must have said she was sorry about 5 or 6 times. I was hopeful that her manager would be just as understanding......
NOPE, the manager was supposed to call me and didn't. I called her the next morning only to be hung up on. I called right back and she was laughing as she answered the phone which was completely unprofessional. I explained that Mocha was going to speak with her about my situation and said she would call me and never did - she said she didn't have a number for me (although I am a Starwood member and my profile is updated with all my information). She NEVER apoligized, only said she could give me 1000 Starwood points and "call it even" ummmm not even acceptable. She then offered me a $20 refund which I still found unacceptable so I called the 800 customer service number where they did offer me another $20 refund.
My poing here is I did receive $40 refund but considering I slept there 5 hours and 45 minutes and had several things happen to us, a free nights stay was in order. More importantly everyone EXCEPT the manager was apoligetic and professional. Whomever does the hiring at this hotel needs to re-evaluate their choice.
MOCHA was THE absolute best customer service representative before and after our incidents.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 9, 2010
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I am so sorry to hear about all the issues you encountered during your stay. Obviously we want to make every one of our guests feel comfortable, at ease and be able to enjoy their sleep. Unfortunately as you stated you were disturbed very early and again I apologize for having to deal with that. I am not sure who you spoke with on our management team but I assure you that the treatment you received will not happen again. Being treated in the way you described as unprofessional is well below our standards for acceptable. Thank you for all of your input especially kinds words about our Talent member Mocha I will make sure to pass your kinds words along. I am so sorry for your ordeal and hope that one day you will give us another chance and we will be able to give you a much more pleasant stay.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.