I canceled my reservations at the Double Tree and booked this motel for four days against my better judgment. I'm a "road warrior" business traveler, my employer likes it when I can save the company a few bucks and this motel was a little less expensive. BIG MISTAKE. First off like the other reviewers state this hotel is located in a shady part of town and is VERY DARK all around. Second, I should have got back into my car and drove away when I noticed that there were dead plants and cigarette butts everywhere at the front entrance... but wait it gets MUCH WORSE.
The front desk clerk was unable to print out anything showing that I had checked-in, (which my employer requires and is a common practice). I asked her why she wouldn't do it and she said "I don't know how to do it". She didn't even try... or contact anybody for help. She was not busy at all, but was plenty rude and angry because, her HUGE EGO didn't like her incompetence and poor customer service skills being exposed.
I get to my room and immediately notice that my bed has that look like it has been slept in, and just re-made, NO CLEAN SHEETS. Sure enough, I pull the covers back and there is a slept-in spot on the bottom sheet, (see pic), but wait it STILL GETS WORSE.
In the bathroom, on the counter top there was a used bar of soap and THEN over on the edge of bathtub was a used bar of soap with somebody's pubic hair all over it, (see pic).
Bear in mind it was near 12:00AM and I had been driving for 8 hours, was extremely tired and had a meeting at 6:00 AM.
I call the front desk and tell her about the bed and pubic hair soap and she replies, "That is fine". I tell her it is not fine, and ask for her name and she says, "Why do you need to know my name?" (She knows why I need her name). She reluctantly tells me her name is THERESA. So call Wyndham #800 customer service and get this extremely rude, hate-my-job and life person named KELLY, who offers ZERO help and tells me somebody will contact me within FIVE BUSINESS DAYS!!
Bear in mind at this point nobody has apologized for this filthy room and offered to move me. So I go to my car and get a blanket and pillow and sleep on the couch. I DO NOT TAKE A SHOWER!!
In addition the elevator does not work and the sofa's and pillows in the lobby have dark stained spots all over them. The POOL AND HOT TUBE WERE CLOSED OFF - OUT OF ORDER!! The lighting is kept dim all of the motel so you can't see how NASTY it is. I pity anybody that has eaten food prepared in this disgusting dump. YOU HAVE BEEN WARNED. STAY AWAY. If you don't believe me just call the front desk, ask for Theresa, then ask her a simple question and sit back and listen to her self-hatred being projected on to a customer.
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 your recent visit at our hotel and for providing us with your valuable feedback. We are deeply sorry for the unacceptable service you have received from our staff. This is definitely not up to our standards and we are constantly working on improving the quality of service provided. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. While we understand that your stay was not 100% satisfactory, we would hope that you would give us another chance to make your stay as best as it can be.
Regarding the hotel appearance, we have some plants, such as our palms, that did not weather the uncanny weather well this year and are in the process of having them replaced. It is true that we are nestled in among the car dealerships, so the view is not as appealing as some, however, we are minutes from the heart of Midland, which seems to be in about the same state that we find ourselves, with the unfortunate drought from the last couple of years.
I did contact you with some options for compensation. Keeping in mind that I know you were very upset about the condition of the guest room, our Guest Service Agents are trained to stay calm, even when you are not giving them a chance to try and assist by giving you some options to fix a bad situation on our part.. Theresa is one of our best, always ready with a smile to assist where she can and is ready for an opportunity to make your next stay the very best she can.
Unfortunately, it is true that we have been having technical difficulties with our printer and we are working diligently with our service technicians to get that issue resolved. I appreciate your patience with us, allowing us to email you your folio instead.
I hope that you accepted my sincerest apologies and offer to make it right for you. If ever there is anything I can do for you, please do not hesitate to let me know and I will do everything in my power to fix the situation to your satisfaction.
The lobby furniture are black leather couches, I have inspected them and haven't found the spots you were talking about, but have had them deep cleaned in the meantime for your next visit with us.
I agree, we also had some technical issues with the heating for our pool, which has since been resolved and it is back to perfect working order. When we get a lot of guests, sometimes we have to maintenance or repair a thing here or there, but will do our very best to make sure its in working order for your convenience.
Once again, thank you for your feedback and I look forward to hearing from you, to see how we can make it right for you
Julia B- FOM
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.