Upon booking our reservations, I called the direct hotel number and spoke to someone in reservations, where I inquired about the best available room for that weekend. She told me about a great deal with the Club room, explained to me that we would get 2 breakfast vouches a day, 2 waters, and 2 robes. When she asked how many adults and children, I told her we didn’t have children, but would be bringing our two small dogs, at this time she ensured me that there weren't any additional fees for them, When we arrived at the hotel, we were checked in by a gentleman that we later learned was the manager on duty. He told me we only get one breakfast voucher per day and told us about a $35 per pet fee as well as a $200 deposit. I explained to him how the lady from reservations told me different, so he gave us 2 vouchers per day, and charged us $35 per dog.
When we then arrived in our room we walked in to find feces in the toilet, towels on the floor, trash in the trashcan, hair in the tub, and water marks all over the glass top sink.(Please note the room also had a note in it saying it had been cleaned by ‘housekeeper’s name’) We immediately called down to the front desk and explained to them what we found and they asked us to come down and they would give us different room. When we went to the front desk, the gentleman only said, “Sorry about that” and then hands us a key to our new room.
Our new room was clean, however did not have a closet or mirrors (besides in the bathroom) and was significantly smaller. The next day, I was in need of a full length mirror so I stopped by the front desk asking if they happened to have any free standing ones we could use, and the manager in charge insisted there was a mirror in the room, and sends the maintenance man up with us. When he came into the room he called down to the manager in charge and explained to him how small the room was, and there indeed no closet doors with mirrors; The manager in charge then asked him to open the joining room door for us. The maintenance man explained to him that we were not in a room with a joining room, but in a “den with bed and window”
After he left the room, I received a call from someone in ‘Customer Relations’ and he explained to me that because we didn’t have mirrors in the room that they would ‘give us access’ to the room next door, which was the penthouse.(which we later learned, was the room we were supposed to get originally when I asked for the best room available… and yet they again neglected to give us when we had to switch rooms upon check in.)
When I came down stairs to get the keys for yet another room, the manager in charge was there again. He apologized and explained that he had no idea the room we were in was so small, and insisted that this was not done on purpose. At this point, my partner and I were at our wit’s end and expressed to him that we did not feel we should have to pay a full amount for a tiny room, where our original room was so spacious, and not to mention the lack of hospitality. The manager then assured us that we would only be paying for one night stay.
Either way, the only people who were accommodating through our whole experience was the man who valeted our car and the maintenance man
We have never felt so unwelcomed and uncomfortable in a hotel before, which saddened us even more because we found your hotel listed under LGBT friendly hotels. When the manager stated that this was not done on purpose, it had never crossed my mind that our horrible experience was due to discrimination, until then. I forced myself to believe this couldn’t be the case, but when your general manager called to apologize (nearly weeks after our first attempts to reach him) he asked me to “send his apologies to my friend who stayed with me” as well. I don’t know which could be worse for your establishment; a management staff who discriminates and lets it show through with their lack of interest and hospitality or having a management staff who simply just lacks the passion for hospitality. Either way, I highly suggest your hotel be removed from the LGBT friendly sections of hotel finder sites.
My partner and I will not recommend this hotel to ANYONE and have already ripped up the free weekend stay the general manager sent us, in attempt to mend our horrible stay.
don't book any of them
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.