Unfortunately, our experience began badly and did not improve. We were early, and as our rooms were not ready, we sat in the lobby (very nice and clean) to wait for check-in time. Employee went off-duty and did not let the next clerk know we were waiting. He also did not inform her that the hot tub was not in working order. After checking again, she apologized and efficiently got us into our rooms.
The carpets were stained and worn, and the bathroom sink had a crack in it. We also found a half-eaten bag of popcorn in one of the dresser drawers. One of the bed pillows had orange stains on it. The room was, however, large and relatlively clean with the exception of the above.
I requested a late check-out about 1 hour before check-out time and was refused. I understood as it was a very late request and a Sunday, and possibly staff were let off early and wanted to get their cleaning done to go home. What bothered me was that I asked, and the clerk just said "Check out time is at 11". No "sorry" or explanation. I felt this was rude...or certainly unfriendly at best.
The breakfast was good with many choices. The curtains, however, were incredibly wrinkled and the upper story ones were stained copper brown with water stains.
Another trip and exposure to different employees might have made a difference, but even with the good things this hotel had to offer, it left a bad taste in our mouths and I don't think we would go back.
Don't be afraid of rooms directly across from the elevator. Rooms are spacious enough that one...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 23, 2013
Thank you for bringing this matter to our attention. We appreciate any and all feedback so that we can make future stays more pleasurable. It is all about service and although we try our best...we sometimes fall short.
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It is my understanding that there were multiple rooms in your group. I am sorry that we could not accomodate everyone for an early check-in but I did find that most were checked-in by 2pm when our check-in time is 3pm. I do not know why you were denied a late check-out and I do apologize for that....because there again, some of the people in your group did receive a late check-out and even occupied the breakfast area until 1:30-2PM playing board games.
Communication is key and the person in the morning truly dropped the ball. We found that the hot tub was not working simply because someone hit the EMERGENCY SHUT-OFF... an easy fix that could have been rectified by anyone there.
I am especially concerned with the housekeeping and clealiness issues...to miss a bag a popcorn is blatant and should not have been missed. I must agree with you on the upper draperies...they are quite high and often missed!
We are in our 9th year of operation and therefore doing some updates to the hotel. We have replaced carpet and flooring in 58 of our 80 units. we should be completed with the remainder by March of 2013 and after that we will be addressing the lobby and public areas. It is our slow time of year so we can afford to have some rooms out of order. We hope to have most of it completed by Spring because once we hit May...we will not be able to do so.
Should you return to the area, I hope that you will change your mind and stay with us as I know that most of the people in your group really enjoyed their stay!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.