NOT FAMILY FRIENDLY
BUSY STREET & RUN DOWN NEIGHBORHOOD
FACILITIES THAT ARE NOT ADVERTIZED ACCURATLY
POOR BREAKFAST CHOICES
Three things to be aware of at this hotel: 1) You get charged the same price for either a nice fairly quiet room or a smaller, more run down, and on a very busy street (both are "Contemporary Queen" rooms). 2) This is a noisy place to stay, the facilities are fairly run down (cracked countertops, fans don't work in the bathrooms, I could go on), noisy street, run-down part of the neighborhood, and the hotel's outside courtyard has people up late and talking. 3) BAD MANAGEMENT! We had a terrible experience the first night with a room (that was taken out of order due to maintenance issues) and was right on the busy street and offered no room for our pack-n-play. When we saw the room, we did not want to stay, but we were told that there was nothing that could be done and nowhere to move us but to a room that they would charge us more for. We explained that this was not the type of room we had booked and that with the busy street, our 8 month old was likely to keep everyone up that night (which I had mentioned in my reservation notes). They were unrelenting, refused to upgrade us, and said they would charge us for the night even if we didn't stay. We ended up staying in the room, which was a mistake! The telephone was not hooked up, the bathroom fan didn't work (and there was no light cover on it either), three ambulances went by on the road, and it was a very drafty room. People were also out in the courtyard until after midnight making a ton of noise. The next day we were ready to leave! Having met the one day requirement, we tried to check out on time, but not stay the additional day that we had reserved due to our bad experience. The management was unrelenting about charging for another night’s stay. We were moved to another room off the street with a lot more space (like the pictures that I based my reservation on), but even though the previous room was deemed unusable at that point, the only thing management would do is give us 10% ($8.90) off of our first night’s stay in a unusable room! Hindsight says that we should have left the first night and refused to pay the charge on our card.
Ask for a room off the street!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WOW, how the tables have turned. This is NOT representative of how they checked out, when the husband signed the room folio charges. She did not come into the lobby at check out. He Thanked Us for moving them so quickly the next morning, and appreciated the discount we offered them. We apologized again for the problems, but were glad to know the 2nd night was more pleasant and they enjoyed our area. He did state is was easy to get to the Park, the Zoo and to the FQ as well. He appreciated the fact that the Streetcar was just around the corner, as he said, Easy On, Easy Off.
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To the complaint, when we were advised of the “un-acceptable conditions” the morning after they arrived, we explained we only have 62 rooms to this property we were full house, and they were our last check in for this room type (very late arrival). However, we had noted that they had an 8 month old with them, so I had pre-assigned them into the room that is tucked into a quiet cove away from the front lobby hussle/bussle and away courtyard seating area. Away from the Coke machine, and Ice Maker, Away from the Laundry room, and Away from where we set up the Courtyard breakfast. However, this room does face the street, and you may experience some street noise. The fact that there were 3 ambulances screaming by during the night is out of our control, and something that any room in our hotel would have heard.
It was then that we offered to move them to another room that was opening up via departures. We showed them the room that was available on the back corridor where there is seating all along, but you do not hear the street noise as much. They asked for an upstairs room that was larger, but we could not upgrade them as we had nothing open and available to upgrade them to. It is not that we would not upgrade them, we could not. She was upset that there was little room for the pack and play. We apologized and explained that the room she booked is for 2 guests, not 2 guests and an infant in a pack and play. We did inquire, when you booked, if you were concerned about the space, why did you book the smaller room? She had said they were on a budget.
She wanted to leave, but the husband wanted to stay, as he liked the area, and felt comfortable with the new room selection and it was within their budget. We stored their luggage until the new rooms was turned over, and then placed it in there for them. When they returned from their days adventure, the new room was set ready for them
As to the “un-acceptable conditions”,
1.The exhaust fan in the bathroom area did work, just not all the time. The light cover was missing, but that did not hinder the functionality of the unit. We are in the process of replacing them in rooms were needed.
2.The phone line to the room was shorted out on the “outside” line when the prior guest attempted to pull it to the other side of the room. We found out about this that morning when they prior guests departed. Unfortunately, it was not something we could have fixed, but had to call into AT&T. We knew we had another guests checking in, but are at the mercy of the vendor’s repair schedule now. It was fixed the next morning when this guests room moved to the other room.
3.This is a courtyard style hotel, with tables and chairs. If guests were sitting at the tables until midnight, or thereafter, that is possible as our weather has been wonderfully cool at nights. However, from were the seating is, to her room, is about 100 feet, and then up a few stairs to the cove entrance to her room. I have a hard time believing that this bothered her as much as she claims simply because, as we got no other complaints regarding this, and there are rooms within 10 feet of this table/chair set up.
4.Breakfast: I am not sure what she was expecting, as our web site discusses “Continental” breakfast. Our actually is an Expanded Continental.
Now, by definition, “Continental” means, Coffee, Juice, Breakfast pastries. BUT Our “Expanded Continental” means, Coffee, Juice, Breakfast pastries, Bagels w/Cream Cheese, and/or Butter and Jams, Raisin Toast, Yogurt (Yoplait and Activia), Honey Nut Cherrios, Raisin Bran, Oatmeal and Grit packs that you self make with hot water.
I ask you, what is so “Poor Breakfast Choices” is this?
Again, we are sorry for the 1st nights mishaps, but we honestly thought the room location was better for being more quiet than on the center corridor, or back corridor where there is seating all along. The discount was appropriate in our estimation. I hope they find their perfect hotel in their travels, and have happy adventures along the way.
Dori H Schulman
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.