We have stayed at this property 3 times now and probably will again. I do like the place so it pains me to give it the review I am about to. But the feedback is needed so that they can continue to make improvements, hopefully. We stayed there twice this past year and the last stay was less than desirable.
Pros: Room was conveniently located to exits and spacious. Hotel is close to shopping and local attractions. Food was good. Friendly Staff. There is a nice open carpeted stairwell for those who wish to take the stairs for exercise instead of the elevators. The fitness room was clean. The pool area and jacuzzi were clean.
Cons: The furniture in the room badly needs replaced. It is uncomfortable to sit on the couch or chair in the living area for any length of time. We were there for a week so there was some downtime at night where it was necessary to use the furniture. The only comfortable place to relax was the bed. The furniture was also pretty dirty and worn (see pictures).
We really struggled with getting towels supplied to the room and had to make several trips to the front desk late at night to obtain ones that were taken from the room by housekeeping and not replaced. The desk clerk at night seemed very frustrated when we approached them for the 3rd night in a row to get towels that were not restocked in our room. We're assuming that housekeeping really only makes the bed and that's it.
We were there for a week and no attempt was made by them to clean anything. I used a towel the one night to go over the bathroom floor as it clearly wasn't cleaned all week. You will be able to see by the picture what the towel looked like after using it on the floor. Really really dirty. There was also something on the door to our room that was there when we stayed in June and still there when we stayed in September. It looked like peanut butter (see picture) but I wasn't going to test that out. I just couldn't believe that it was still there after 3 months. (we stayed in the same room both stays). Maybe we just got unlucky that we stayed in the same room both times and the other rooms are much cleaner. This one was not.
Overall the hotel is nice and we really do like staying there, despite what I pointed out in this review. The pool area is clean but again, no towels were supplied or stocked. The breakfast supplied was good. Our room was quiet.
For the most part we enjoyed our stay and will go back probably, but they really need to address the uncomfortable and stained furniture and do some sort of quality check to make sure the rooms are being supplied as they are supposed to with towels. They also take the kitchen dish towel on the first night there and never replace it the whole stay. We encountered that during both of our stays.
It would make it much easier and less stressful on the front desk person to not have to run around and supply towels for guests at night. That job is housekeeping's, but the responsibility is falling on the desk clerk. We noticed several other guests standing there asking for the same thing, towels, on a nightly basis. If I were the front desk clerk, I would be bringing that to Management's attention that they are performing duties that should have been done by the proper staff when they "clean the rooms". On a side note though, any housekeeping staff that we encountered during our stay were all very very nice and accommodating!
If those items were fixed, I would be able to give this hotel a top notch rating, which is what I prefer. I just cannot do that after our last stay and what we encountered. I am hoping that management looks at the review and pictures supplied and works on getting newer, more comfortable furniture in the rooms, and works on some sort of quality check of the rooms to make sure they are cleaned and stocked properly.
They do give you a sheet in the room to fill out when you check in, for things you might want or things that need addressed but after our first night there, we were never given one again and we stayed for a week. The last thing anyone wants to do, or should have to do, late at night and after a long day either out shopping, at the casino, or at Presque Isle is to go back to your room, only to find out that you have to make a trip to the front desk to get towels for your shower, etc.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your feedback. We are glad you chose our hotel again during your recent stay and we apologize for the housekeeping problems you encountered. Unclean rooms and poor service are not typical at our hotel and we appreciate you bringing this to our attention. We will make every effort to ensure our rooms meet the highest housekeeping standards. However, I would like to apologize for the other issues as well. We truly appreciate your business and loyalty and we hope you will give us another chance if you visit this area in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.