First, let me say that I've stayed at the Town House Motel before and it was very comfortable. But last month I booked my room at a certain rate directly with the general manager and asked for extra pillows and towels. When I arrived this last weekend (4/4/14) Terry was at the front desk to check me in and discovered that not only was there no mention of my special request, but what's worse, the general manager had charged me a higher rate than the one he quoted me. Terry had to call him from the back to find out why the rate was different and get approval to give me the original quoted rate. He appeared irritated, but finally agreed to allow the original rate.
Later that evening she brought the towels and pillows which were placed on the edge of the bed. My husband and I took a nap and when we woke we found a tiny red bug near one of the pillows and there was fresh blood on it and on the top sheet. Of course, my first thought was that we had bedbugs. My husband killed it and I called the general manager, who lives there. He kept on insisting they don't have bedbugs and I had to demand he come down to see for himself. I pointed out the tiny red stain where my husband had squished it and the blood stains. The motel was full, but he had one room left that smelled awful and was rarely used, so we opted to stay in our room since we didn't see any other bugs and with the g.m.'s promise that he would send in the staff first thing in the morning to not only thoroughly clean the room, but tear apart the bedding and check for bugs.
We were gone all day Saturday and when we got back after 6 p.m., we found that he had lied to us. Not only was the room not checked, but no one had even come in to do basic cleaning. The bedding hadn't been touched much less changed. When I called the office, Terry answered. She rushed down to our room immediately and when she saw the blood and condition of the room, she was both kind and really upset. Since the housekeeper was already gone, Terry insisted on taking care of everything herself. She also went back to the g.m. to confront him about condition of the room and how upset we were. His answer was to walk past her, get in his car and drive away. He refused to take responsibility and that is totally unacceptable.
When Terry came back with the new bedding and pillows she tried hard to hide it, but I could tell she was frustrated. She tore all the bedding off and searched everywhere for any signs of bugs, including lifting up that heavy mattress by herself and checking the platforms. Fortunately, she found nothing and we determined that the bug must have been in the towels she got from a closet on the second floor. Also, my husband is on blood thinners, ergo, the excessive blood. She had to put a queen blanket and sheets on the bed because they didn't have any more king-size linens. She apologized for the condition of the blanket (full of holes) and the sheet sizes.
I don't know why the owners decided to put this man in charge of the motel, since he is totally incompetent and arrogant. Terry has truly proved herself as a caring and devoted employee to the new owners. Having been in management myself and owning a business with my husband, I can confidently say that Terry is definitely what I consider Management material. She was willing to go that extra mile and I consider that the sign of a true professional. I hope the owners realize what a gem they have.
I give the motel 4 stars, the management 0 stars, the cleanliness of the room 4 stars upon check-in, 0 stars for no show of housekeeper on Saturday and failure of g.m. to do what was promised on Saturday until after 6 p.m. when the reception/check-in employee rode to the rescue 5+ stars.
- Official Description (provided by the hotel):
- 70 Clean and Comfortable Rooms with 32" flat screen T.V. over 70 channels.In-room Microwave, refrigerator, coffee maker, hair dryer, iron and ironing board.FREE WI FI and wired High Speed Internet, Huge Swimming Pool and Spa. 14 surveillance video cameras for security, Complimentary continental breakfast, Guest laundry facility, Adjacent to fine restaurants, Close to Big 8 Softball Complex / Lancaster Soccer Center / Air Force Plant 42 - Palmdale / Edwards Air Force Base / Antelope Valley Fairground/ west coast Baptist Church/ AV hospital/willow springs race track and 45 minutes from Six Flaggs Magic Mountain, 70 minutes from Universal Studios Hollywood, 60 minutes from Burbank International Airport. ... more less
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- Also Known As:
- Town House Hotel Lancaster
- Town Hotel Lancaster