This is my family's second visit to this hotel. The first experience in October 2010 was good. We stayed in a 2-bedroom suite which was clean and comfortable, and the front desk staff were polite. We reserved a 2-bedroom suite at this hotel for a second time on May 27th this year, to attend my son's College graduation. This was a huge mistake!!
We were greeted at the front desk by a female and a male staff member. The female staff member, whom I will call "J", gave us a room on the second floor (room 235), which was a smoking room. I got an allergic reaction to the room and called the front desk to ask for a different room. "J" informed me that as long as we haven't used anything in the room, they can switch our room with someone who just checked in with a dog, and who had been given a non-smoking room. Smoking rooms are allocated for pets.
While waiting for "J" to arrive to check our room, I found that the refrigerator was very old, as the door was dented in multiple places, and rocked when the door was opened. The floor tile was old and peeling. One of the bathrooms was very dirty: A used tissue was sitting on the back of the toilet, as well as tissue in the toilet. The kitchen counter appeared to have been neglected of cleaning, and there was a pitcher full of water in the refrigerator. Clearly, the room had not been cleaned.
However, when "J" arrived to check our room, she was very rude and did not care about the poor conditions of the room. She said because my family was sitting down on the chairs and using a laptop (instead of standing in the middle of the floor waiting for her), we had used the room. I continued to explain the problems in the room, mentioning the pitcher of water, and was given the excuse that this is normal for every hotel. I don't know who would drink water from a pitcher in a hotel refrigerator, not knowing the source. I also told her about the dirty bathroom. Her response was that we probably used it before she came, since we drove from Maryland to NY for 7 hours. Again, she ignored the problems and even attempted to say my words were not true.
I asked to speak with the manager. "J" went back to the front desk and called the manager on the phone. She did not give me the opportunity to speak with the manager, but bluntly told me the manager said we could either move to 2 separate one bedroom units or leave. Her attitude was very rude.
Her refusal to resolve the problems, her poor attitude, and her neglect to allow me to speak with the manager all demonstrate lack of care for customers and concern for representation of CrestHill Suites. Needless to say, my family and I chose to leave.
I contacted my credit card company and learned they had also placed a hold on my credit card for more than the cost of the room. I also want to state that I removed my original review of this hotel because this same staff member sent me a threatening message for using her name in its contents. She also attempted to bully me into not sharing my experience at all. I certainly do not recommend this hotel to anyone.
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- Also Known As:
- Cresthill Suites Albany Hotel Albany
- Cresthill Hotel Albany
- Albany Cresthill Hotel