I checked in at midnight, exhausted after working 60 hours (and 4 flights) already this week, hoping to get 6 hours of sleep before another 10+ hour day. That was not to be.
This hotel has significant issues, including knowingly risking the safety of their guests.
HUGE PROBLEM: 1) The sink spit out brown disgusting water - clearly not safe to drink. Thank goodness I had a bottle of water with me.
Medium Problem: 2) Spiders in the bathroom. Being from Georgia, it sure looked like a Brown Recluse Spider (deadly) to me, but I was hoping they are not in California. Nevertheless, as a hotel guest I should not have to be conversant with the lethality of the various types of spiders.
Small problems: 3) Can't open the shade, the bar on the curtains broke, so I left it in the middle of the floor - pretty obvious to housekeeping; 4) Alarm clock not properly set, so I lost 1/2 hour of sleep which was very precious that particular night.
The next morning I stopped at the front desk and told them about the 4 problems. I was astonished when they told me THEY KNEW ABOUT THE WATER PROBLEM, BUT DID NOT TELL GUESTS.
That evening (after a 10+ hour day) I stopped by the front desk to check on the 4 problems. They had NO knowledge of any problems having been reported. In going to my room - nothing was fixed.
I then asked to have the GM call my cell phone and was told NO three times. I even said - "For the Third Time....." and the desk clerk would not even take my cell number. This hotel has serious problems and has not trained employees on the most simple of customer service basics - listen to the customer.
When Conrad Hilton was asked 'How many people do you need to run a hotel?' His answer was simple 'Only one, a General Manager.'
PS - Once they discovered I was concerned about something (they still did not know what) they tried to contact me - Too little, too late. At that point I just wanted to end my trip safely, and bought more bottled water.
This is unsafe, do not stay here.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 2, 2013
The issues, lack of response, and poor attitude is totally uncalled for. I cannot apologize enough and I am very sorry that we let you down. There is absolutely no excuse and I thank you for sharing your experience. Please allow me to provide some specific feed-back to certain issues:
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- We did not have good communication in regards to a water line repair. Upon turning the water back on, there was some discoloration that sometimes happens after a shut off. While certainly not pleasing to the eye or taste, there is no health concern.
- Despite rumors to the contrary, the Brown Recluse Spider has not established itself outside of its native habitat. The furthest west this spider can be found is Texas. Regardless, we obviously must do a better job ensuring that our rooms are insect free.
Please contact me at firstname.lastname@example.org or 858-633-9001 so I can further assist.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.