One word sums this place up - terrible. We stayed here 4 years ago when Grandma passed away, and it was a pretty good hotel then. So when Grandpa passed away last week, we decided to stay again. I called and explained that I needed 3 beds (it wasn't showing online, hence the phone call) and was assured that I would get just that, at a rate of $159 per night. The woman on the phone was very sweet and polite. We arrived after at 10pm after driving for 6 hours and were given our room keys. They didn't work. Back to the desk to fix it, we got in the room and there was no rollaway bed or any sheets for the sofa sleeper. Back down to the desk, where I was informed that they gave away the rollaway bed I was promissed, was that okay? I asked him what choice I had, it was 10:30 and I had 2 kids with me who needed to get to sleep. I was told they would bring down the blankets for the bed soon. Got back to the room and my husband showed me a wash cloth that was black with dirt - he had used it to clean his feet after he slipped his shoes and socks off and his feet were sticky from the carpet. I went in to the bathroom and found they only gave us 2 towels for 4 people - another call down to the desk, at which point the guy got testy with us, even though it had now been 20 minutes and there were still no blankets. Oddly enough, he got testy with us because our relatives were trying to check in and he was busy being rude to them. When I went to use the bathroom, there was a pee stain on the seat and black hair. I scrubbed it clean myself. The furniture was so old and worn it was actually 3 colors - brown, light brown and red. At breakfast the next morning they were out of bread, bagels, and waffle mix, and from the 3 staff members standing around getting coffee, I'm guessing no one was doing anything about that, even though it was crazy busy. The only table left had chairs that were so dirty that my husband sat on a napkin to avoid getting his funeral clothes dirty. My in-laws reported that they had a sticky bathroom floor and wet carpet from the air conditioner.
There were a couple good things - the initial guy who checked us in and brought us blankets (not the rude guy on the phone) was very nice and apologetic. The bed was very comfortable, and the sheets and duvet covers were very clean. The location is good, right off the interstate and there's a decent amount of restaurants nearby.
Overall, extremely disappointing stay. How this place can have the AAA Diamond award is beyond me.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 26, 2013
Dear Valued Guest -
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Thank you for your feedback of your recent stay with us. I understand you were unhappy with the cleanliness of your room and I am very sorry for this experience. We take a lot of pride in our guests being satisfied and apologize that we were unable to meet that expectation. I am working with our housekeeping staff to prevent this from happening in the future. I hope that if your travels bring you back to the area, you will consider staying with us again.
Greeley J. Rodriguez
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.