We checked in on Tuesday and proceeded to the room assigned to us. We had been told the day before that our room was on the first floor; we were put on the third floor. Not a problem, we had better views.
The staff called around 7ish to check on the room; at that time all seem fine and we said so. We proceeded to cook dinner, and when we began washing up we found that we had NO hot water, at best the water was room temperature. I called to the front desk and was told she would have someone up to look at it.
We left the next morning to go to Schlitterbahn Water Park. Upon return to the condo we went to the pool - very nice and then back to the room to cook dinner - a benefit to staying at this property we thought.
When we found that we still had no hot water I called to the front desk again and said the problem had not been fixed. She offered to send someone and I told her that no it was 845 pm now and I had children to get to bed, and that they had had all day to fix the problem.
When I went to check out the following morning - a Thursday, I explained that I was disappointed and that I thought the $159 per night plus taxes and fees was excessive given the situation. The clerk told me there was nothing he could do. I asked to speak to a manager and was told to wait a minute. I did and another clerk told me they didn't have the authority to adjust the bill and that they had no record of my call from Tuesday and that when I called Wednesday I had refused to let them fix the problem.
I again asked for a manager. While I was waiting for Mr. Stacy I was told by another guest that I should quit my 'witching' and find a reason to be greatful, this diatribe went on, in front of staff who did nothing to stop it, for approxiamately five minutes. There was another lady at the desk, an 'owner' complaining about the quality of her pillow.
At that point Mr. Stacy proceeded to have me stand outside his office while he and the second desk clerk stepped into his office and "read what was in the red book" and then proceeded to talk about me and my situation.
I was told that there was nothing they could do. That essentially I should have made myself available to their repair man, and since I had not the issue was on me.
I was angry, but we left.
Upon retuning home I checked with the bank on my ability to dispute the charges and was told I had 48 to do so.
Friday I called the hotel again and this time spoke with the owner, Mr. LaPort's, assistant. I explained the problem and was told how sorry she was. She then put me on hold and went to speak to Mr. LaPort. She came back on the line and said that Mr. LaPort would have the Hotel Manager Tava (sp?) call me when she returned from vacation on Monday and in the meantime would refund $25.00 per night to my card. I agreed, foolishly.
I did not receive a call on Monday. Honestly - I was not concerned. I figured that Tava had lots to get caught up on after returning from vacation. On Tuesday morning I called and spoke with Tava. I explained who I was and what the problem had been. I even explained that I understood why she hadn't called me back. She proceeded to inform me that she had not intended to call me back becasue Mr. LaPort had told her about the situation in the staff meeting Monday and that the problem was settled. ? I explained that this was not what had been indicated to me and she told me that it was done. She then asked if I needed anything else, quite rudely - clearly not an opening to a dialog. I asked if she would consider increasing the discount - she said no. I said that this would be reflected in my review. She said that was fine.
The property itself was, for lack of a better word, tired. It was clean - though the musty smell was strong at times. But, it is an oceanfront property and I understand the constant damp of seaside living.
The view was decent. We had a room at the rear of the property facing the street as opposed to the pool, but we still had a great view of the Gulf, and the WalMart parking lot, quite popular among fools at night.
For us the location was ideal. We were there to go to Schlitterbahn and it is a five minute max drive. The seawall is right across the street. Grocery stores were close by - as were several fast food options. Sitting out on the balcony in the evening was great - it was quiet, you could here the water at times.
All in all it was fine for what we paid for it - with the exception of the hot water problem, and had the hot water worked or I had been treated more fairly, I would have given it a better rating. On a normal day I would say it is a fair price for what you get, especially when you consider the cost of two rooms at a regular hotel.
I have tried to be fair here. I would go back if not for the 'hot water fiasco', and in this I mean the response from the owner and management. I would have been fine with a $100.00 discount on the $379.50 bill. I think that would have been fair. The $50.00 I have been promised seems like "yeah, yeah go away we don't really care", especially with Tava's disregard added to it.
Would I recomend the property to a friend - yes I would! I would just say check everything when you get there and call quickly with any problem.
Also - The pots and pans provided are NOT nonstick. Bring Pam or something. Also dishsoap, sponge, dishwasher soap (well you get one) are not provided. So plan ahead - paper towels, napkins...all that kind of stuff. Also coffee and coffee filters are a good idea.
Hope this helps someone.
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- Also Known As:
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- Hawthorn Suites Galveston
- The Victorian Hotel Galveston
- Galveston Hawthorn Suites