My wife and I selected this location based on its customer reviews. However our experience left much to be desired. We arrived very late (around 1am), exhausted from a long drive. Just after getting the kids into bed and after my wife finally passed out, what scurries out from underneath the bed? Roaches. Well given that everyone had finally fallen asleep, I wasn't about to uproot the whole family. I dealt with the roaches and hid all our bags inside the refrigerator to avoid them getting into our stuff. The following morning I spoke with the staff at the check-in desk. The clerk was apologetic and immediately offered to take $10.00 off our $80.00 room charge. Supposing that something is better than nothing, I accepted and paid the bill. But it still bothered me. I went back and actually spoke with a manager and explained what happened. He began to make excuses stating that it was not their fault bugs got into the room. He tried to assure me that they do spray around the outside of the building but that sometimes the bugs travel up through the drains. Mind you, we were on the third floor. I tried to explain that I appreciated the fact that they spray, but that as a paying customer, I did not feel I should have to sleep with bugs. I also stated that their $10.00 discount is like saying, "Well when you pay $70.00 for a room, you can expect to sleep with bugs." I further explained that I was not looking for a handout, but I would think that when your location is smack dab in the middle of six other similar competitor hotels, they would want to do everything in their power to assure that the customer feels taken care of. The manager continued on the defense, saying that they have great customer reviews and that their rooms are, overall, very clean. I agreed that they did have good reviews which was why I choose their hotel and why I was surprised to get such a response. I also advised him that if a room has bugs and cigarette burns on the chairs, I would not classify it as clean. After the back and forth, he finally agreed to take half off the room charge. I thanked them but still walked away feeling like it had been a horrible experience. I don't think you should have to plead your case to be taken care of as a customer. The manager did not once smile or make any attempt to honestly apologize or make me feel comfortable. I was left feeling like I was just taking up his time and a bother.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.