We arrived at 2:15 in the afternoon and were told that our rooms were ready but if we wanted to check in before 3:00 it would be an additional $30 fee. So we loaded back up and took the family to lunch rather than pay the additional $30. The desk clerk basically told us that if we didn't like it we could go somewhere else. The clerk was also very threatening about if we smoked in the rooms or on our balcony, even though we informed them that no one in our party smoked. When we finally did get checked into our rooms it only go worse. One of the rooms was under construction and should have never been rented. The other room, the bathroom had hair on and debris on the floor and didn't look like it had been properly cleaned. It had been a long drive so we just cleaning the bathroom ourselves. The carpets were stained the beds were shoddily made just an overall appearance that they didn't care.
Hot Breakfast was included in the price of the room so the next morning we went to the dining area. It was a mad house of people. There were people standing around all over the place waiting for a place to sit. Most of the food was gone as soon as the cook delivered it. The food consisted of watered down powdered eggs, waffles, a small selection of cereal and toast. Their juice dispenser was out of OJ and the place was filthy. Having booked our stay weeks in advance and already paying for it we were pretty much stuck. I don't think there was ever a time during our entire visit that I walked by the front desk that someone was not there with a complaint going unresolved. The front staff is rude and condescending basically preying on out of town tourist.
The next morning we made sure to check out early to avoid any penalties as we were warned by other guest that this hotel has a reputation for charging for another full day if you are one minute late. After we returned our room keys I requested a receipt to confirm that we had checked out on time. The clerk REFUSED to provide me a receipt. I asked to speak to a manager and to my amazement the desk clerk picked up the phone and called 911. After calling 911 the clerk called her manager. I asked if the manager was on the way and she rudely told me that someone will be with me when they get to it. I waited about 10 minutes, the manager never arrived but the Police did. There were two officers. One took me out front to ask me what happened. When I told her that I had requested a receipt and when refused I requested to speak to a manager she kind of rolled her eyes as if "yeah right" there is more to this story. She asked if I was abusive or used profanity I told her no I just asked to speak to a manager. She took my information and her partner come out about a minute later. She asked him what happened. He told her, "he wanted a receipt, but the clerk would not give him one so he asked to speak to a manager". Both officers apologized for my inconvenience and asked me to go ahead and leave to avoid further complications.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 3, 2013
Thank you for your review. I sincerely apologize for the unfortunate experiences you had during your stay. Being sold out the night before we were trying to get the rooms ready.As check out time is 11 a.m and guest sometimes request a late check out as well so in no way the rooms can be ready at 12 p.m when you requested to check in so that was the case why a request for early check in was not entertained. Also as you had booked the room thru a third party site , they would provide you the receipt for your stay at the hotel.The same applies for housekeeping, where we try to ensure rooms are comfortable and clean with room inspections by the executive housekeeper after they are cleaned by the room attendant. However, I have passed on your comments to the appropriate department managers for review and all actions will be taken to correct these problem areas. I would like to thank you again for your comments and suggestions and we hope to see you again in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.