My wife and I checked in at about 12:30 (after the check-out) time but our room wasn't ready. Upon our return at around 6:30, they informed us that the previous guest fell ill and needed to stay an extra night and that the no other rooms with king beds were available, so they'd be putting us up in a room with two twin beds for the night. They didn't offer any sort of compensation for the mishap, but I told them they needed to make amends somehow and that I wanted to speak with the manager. I didn't (and still don't) understand why they didn't know when we checked-in that someone was still in our room as of 12:30, when check-out is at noon.
While I was upset about the mishap, the hotel definitely made up for things in the long run. Shortly thereafter, they called us in the room and told us that we'd been upgraded to the King Suite, where we ended up staying for the duration of the trip. They refused to take a tip for bring our bags to the room because of the misunderstanding. We even had a package shipped directly to the hotel because we had forgotten my wife's bridesmaid dress back home. But for the rest of the stay, the staff was very jovial and helpful.
The room itself was very dated though. The carpets are definitely worn down, the furniture is chipped, and the bedding, while clean, needs to be replaced (our sheets were torn in spots). I doubt I would pay full price for the hotel (we got a discount through Expedia), but I would definitely stay there again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 6, 2013
We appreciate your comments of your recent stay at our hotel. We are so sorry to hear of your unpleasant experiences during the check in. Please accept our sincere apology on the way the situation was being handled. In no way this represents the level of service we aim to provide our guests. We strive to maintain and provide our guest the best and consistent guest services possible. We want to assure you that your comments have been addressed to the concerned personnel and department for the immediate attentions and improvements. Feed back, positive and negative, allows us to improve our service and offerings to not only meet but exceed our gusts’ expectations, your detailed reviews has given us valuable information on the guests perspective and to that, we are grateful. We are so pleased that despite of the unpleasant experiences this time. You will definitely return to stay with us again in future. I will invite you to contact me directly to handle your future reservation. I will personally assure you of a pleasant and enjoyable stay wit us. Once again, we value your patronage and comment. Look forward to welcoming you back.
Report response as inappropriate
Front Office Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.