1) Customer service: 2 stars. Front desk staff did not want to honor my reservation for a 2 Queen with 2 Baths room at a lower rate than what she was showing on her computer screen.
I booked my reservation three months in advance and got a better rate by doing so. The person at the front desk could not figure out how I was able to receive the reservation for $34 less than the current rate displayed on her computer, and she was very hesitant to give me my room at that rate, even though I showed her my emailed confirmation showing my confirmed reservation. When I explained that I booked my reservation way in advance in April, she finally realized that the rates were probably lower at that time, so she gave us our room.
But she had already spent at least 15 minutes of my time asking me numerous questions about what type of room I booked, how I received that rate, where I booked it at, etc. and was never apologetic about the confusion.
2) Hotel cleanliness and amenities: 0 stars. Housekeeping had obviously skipped cleaning at least parts of the room, if not all of it.
One of our bathrooms had a used bar of soap, used bottle of shampoo, and someone else's razor in the shower/tub!! Housekeeping obviously did not clean this bathroom. The tub drain was broken and did not drain. The previous guest had shoved a bottle of conditioner under the drain stopper to prop it open. We ended up unscrewing and removing the drain stopper entirely so that we could use the shower. There was a towel missing from each towel bar in both bathrooms. Since housekeeping obviously missed cleaning the bathroom areas, it was no surprise to find that we were short on some hotel amenities such as a fresh bar of soap. Additionally, twice I found some sort of stain (looked like purple/black ink stains) on the towels. They should really replace some of their towels.
3) Beds: 1 star. Bed linen sheets did not seem clean.
Under the covers, we found a couple of small bark chips and pebbles, as well as a chipped piece of plastic. This made me think the linen sheets may not have been changed either. The bedspread had visible old stains and did not look remotely clean. I did not want to touch the bedspread at all. I would much rather have NO bedspread of any sort than this stained, dirty bedspread that looks like they have not laundered in at least a few weeks.
After we informed the staff of this and requested for the linen sheets to be changed, they did apologize and change all of the bed sheets. However, the new sheets they put on had a few small spots of blood stains on it. They should really replace these, because no guest would return to a hotel that had stained and/or dirty bed sheets. Cleanliness is probably the number ONE priority and consideration for guests when choosing a hotel to stay at.
4) Carpet: 0 stars. The carpet looked so old and dirty. I kept my flip flops on the whole time, because it appeared like the last time it was shampooed and cleaned was a few months ago.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your review regarding our hotel.
1.) The management is working on managing room inventory and rates. At the time they did not understand how that worked. Thus, you were able to receive a low rate for a high rate room. We apologize for the inconvenience this may have caused you during your stay. We just changed brands recently and are working from scratch.
2.) We are sorry for not having your room cleaned. The housekeeper must have missed your room or it wasn't checked before they left. Our rooms are clean and we do our best to check them for odor, presentation and cleanliness. Our other rooms are not like this. This is no excuse and we will make sure the housekeeper responsible is disciplined for this kind of work ethic.
3.) We are very sorry the beds linen were not cleaned properly. Those sheets will be tossed out and we will replace them with brand new ones for next time. Thank you for letting us know. You are correct cleanliness is priority in the hospitality industry.
4.) We are deep cleaning the carpets every month now. We know the carpets are outdated and they need to be replaced. We will be replacing the carpets as soon as we can. You are not the first person to bring up this issue. The carpet cleaning and replacement is our top priority at this moment.
We hope you will visit us again when the hotel improves in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.