ABSOLUTELY HORRIBLE!!! I stayed here for a three night stay while in town for a wedding. The front desk concierge(s) where the most unprofessional individuals I have ever encountered. I remember their names and will describe below in detail how my interactions with each staff member went. First off most reviews/statistics for this hotel mention a check-in time of 3PM yet when you get your check-in paperwork it states check-in time as no earlier than 6PM, so which is it? I checked in at 4PM and was not turned down – nor did I receive any early check-in fee’s etc...
First issue, checked-in at the front desk by Jasmine who was a very polite, provided a check-in sheet and off I went to inspect the room. Upon entering the room I discovered that the leather computer chair at the desk was damaged (the top right corner of the chair looked like a bear had taken a bite out of it) so I calmly went back to the front desk and stated that I would like writing on my check-in sheet describing this discrepancy and do not expect to be charged for the damage. Jasmine obliged my request and stated “I am not surprised; one would find it hard to believe the stuff that goes on in these rooms.” Although I found her comment sort of unprofessional she did not give me any difficulty and honored my request.
I was provided accommodations in room 100 on the ground floor at the far corner of the building. This room is situated at the very end of a hallway right next to an electrical maintenance room and a key-card entry doorway to the outside (not to be confused with the main lobby entrance). All day and all night people would use the outdoor doorway and maintenance door/hallway rolling carts and making stomping footsteps while loudly talking without any regard for their guests. It was evident that nobody cared for any of the noise that they were making despite having kept my “Do Not Disturb” sign on the doorknob the entire stay (so people knew the room was occupied…) The noise levels where disruptive whether in the daytime (which is kind of expected…) but also while taking place after 10PM as well each of the evenings of my three night stay.
Upon the second day of my stay I received a call from the front desk in my room asking me to visit them (no details were given over the phone I was simply asked to come to the front desk) – I promptly went to the front desk per their request and the employee who I spoke to on the phone named Jason was now before me, he asked me when I checked in and told me that I was scheduled for a 2-night stay. I told him he was incorrect and my stay is for three nights. He began to tell me their system states that I am only staying two nights and that only two nights where paid for. I told him that is not what is on my check-in sheet and also does not match up with my printed invoice for my reservation. He began to tell me that there is an issue and that the hotel was not charging enough. He asked If when I checked in whether I had provided a credit card on file, I told him that I did and I asked that he not charge any extra fee’s to my credit card and I told him I would go back to my room to get my reservation invoice to show my quoted price and nightly-rates. I received the paperwork and came back to the front desk, he made a copy of it and told me he would take care of the problem, I asked if I should expect to see any extra fee’s on my credit-card, to which he replied “no, we are just trying to make sure we get our money.”
My guest and I left the hotel for a while and upon returning (after 12PM) we find out our room keys no longer work. I remember the earlier encounter with Jason and realize that their computer system must of deactivated our cards automatically under the assumption that we were only staying 2-nights. I went back to the front desk to see Jason once again (he was still there) and I said to him that based off the mistake earlier our keys must have been de-activated. He said “Oh.. yea.. let me re-key them.” He took them and re-keyed them while telling me that he fixed the issue with the charges for the room by calling Kayak (who I made my reservations through) and they themselves are going to pay for my final night’s stay (which to this day I still do not get, as I went through their website and paid for three nights as shown on my invoice) Furthermore, it irritated me a bit to learn that Jason could of re-keyed the room keys earlier that day when we discussed the ‘so-called-charge-issues’ knowing that they would of caused me to get locked out of the room later that day, instead he waited till I became locked out and had to come to the front desk (with all my belongings still in the room).
During the second night’s stay I decided to get a couple more towels so I was on my way to the front desk and once I reached the lobby I saw a housekeeper, I asked her If I could get three more towels at her convenience – she said sure and that she would bring them to me, I told her I would wait in the lobby, she said ‘ok’. Once she went off to get the towel’s I look over at the front desk to see it is unoccupied but then hear a woman’s voice behind me saying “Good Evening, is everything okay?” I turn around to meet Rhonda. I tell her everything is fine and that I was just asking for some more towel’s – she asks me if when I checked-in whether I had towel’s in the room, I said yes… I did, but I would like some more. To which she replied “Oh well you need to come over here than and we need to document that you’re asking for more…” I was astounded by such unprofessionalism and I said “excuse me?” and she said “we need to write it down for accountability, we had towel’s in your room but if were going to give you more we need to write it down.” She then made a big deal out of the fact that I requested some more towels after already having been given some. I found this to be extremely irritating in her attitude and demeanor acting as though I was out to steal some towels or something instead of just honoring my request. The housekeeper did not seem to have a problem honoring a paying guests request for more towels, but I had to receive attitude and a plethora of questions from the front desk about it?
Just like the first two nights of my stay during the night-time hours (after 10PM) I began to hear more loud carrying on outside the suite but not to be outdone by the loud noise of a vacuum being used above our room at 3AM. Yes that’s right, 3AM!! What time of hotel establishment has housekeeping cleaning rooms at 3AM!?!? Isn’t that the whole point of scheduling a check-in/check-out time so that rooms can be prepared for guests?
That’s not the end of the fiasco folks, finally I awoke on the morning of the final day and needed to hurry up and get to DFW airport so I made my way to the lobby to check-out and again Rhonda was there, I handed her my keys and said I would like to check-out. She said “sure.” Took my keys and said “have a nice day.” I said to her I would like a check-out sheet. To which she said “Sir, we do not provide check-out sheets.” I said that it sounded a little weird to me and asked why not? She got an attitude with me again and described the situation with the charging for the room and said that she could not print me a check-out sheet because it would show the credit-card information for the final night stay used by Kayak.com to fund the 3rd night. I still do not understand why they had to go through Kayak.com to get more money and I insisted that I get some sort of paper describing the date/time of check-out because I did not want to find out a week later that my credit card would have extra charges on it. Rhonda was extremely unprofessional and ultimately just ended up writing in pen the date/time of check-out on my check-in sheet.
Long story short folks…. I WOULD NEVER EVER stay here ever again and I encourage anyone reading this or thinking about possibly staying at this location to forget about it, this establishment does not deserve $0.01 of your money.
I have never heard of any hotel to not provide check-out sheets at the customer’s request and furthermore Rhonda even wanted to argue with me stating that as an employee in the hotel business she would NEVER in the future book a hotel ‘online’ as that was the reason for all my difficulties. Excuse after excuse was given and no guilt or apology on her part was felt.
Some other issues worth mentioning, while not a very big deal to me, people should be made aware of them…. The fridge in the room did not get cold at all, we had bought some water to drink since the water coming out of the faucet smelled fowl, but we couldn’t keep it cold. Also we attempted to use the A/C & Heater and when turning it on it resulted in making the room smell extremely musty, so we kept it off during our stay.
- Official Description (provided by the hotel):
- Longview, Texas Hotel Features. All spacious guest rooms are suites and come equipped with flat-screen televisions, refrigerators, microwaves, hair dryers, coffee makers, sofa sleepers, irons and ironing boards. Some rooms feature whirlpool bathtubs. Handicap accessible rooms are also available. Longview TX Hotel is just the perfect place for business and vacation travelers.Welcome to the Centerstone Suites, Hotel near the Great Texas Balloon Race.Easily accessible from Interstate 20, the Centerstone Suites® hotel is close to many area attractions and local points of interest. Hotel near East Texas Regional Airport is just minutes from the Maude Cobb Convention Center and the Longview Museum of Fine Arts.. Area Attractions:Alley Fest - 10.0m/16.1km NCaddo Lake -30.0m/48.3km NELongview Mall - 12.0m/19.3km NHollywood Theatres - 8.0m/12.9km NPutt-Putt Minature Golf/Game - 12.5m/20.1km NMarshall Pottery - 25.0m/40.2km NLake O the Pines - 15.0m/24.1km NGreat TX Balloon Race - 5.0m/8.0km NLonestar Race Track - 15.0m/24.1km SLone Star Race Track - 15.0m/24.1km WMarshall Festival of Lights - 20.0m/32.2km EHistoric Downtown Jefferson - 45.0m/72.4km NELongview Museum of Fine Arts - 8.0m/12.9km NMaude Cobb Convention Center - 7.0m/11.3km NShreveport Riverboat Casinos - 60.0m/96.5km E Businesses:Texas Eastman Chemical - 2.0m/3.2km SLe Tourneau - 3.0m/4.8km NGood Shepard Hospital - 3.0m/4.8km NMaude Cobb Convention Center - 7.0m/11.3km N ... more less
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- Also Known As:
- Comfort Suites Longview
- Longview Comfort Suites