Our stay here was in the Summer and I waited this long to write a review because, at check-out and after, the manager promised to compensate us for the horrible experience we had there. After several calls with excuses and no action, plus emails that got the runaround as response, it's time.
We stayed here for 8 nights. Knowing that this is an older property, I won't comment on general conditions, décor, or even cleanliness, although I certainly could. This review is about the housekeeping and management. First night was fine. The hotel was full due to an event in the area so we could not get a double room. We got a King with a roll-a-way bed for my daughter, unpacked and made ourselves comfortable as we were in town to visit family for the week. The next morning, I left a tip with a note to housekeeping explaining that we'd be there for the week and asking for extra towels. Got a nice note back in response and a couple of towels, not a full set. Second day, when we returned to the room in the evening, no service had been done. I purposely had left the "Service Please" sign on the door, and someone had come into the room, placed the sign on the bathroom counter, turned lights on and opened the curtains, but no beds were made, no towels picked up or replaced and no trash emptied! I called the front desk, explained the situation and was told to bring the trash bags and dirty towels down to the lobby! When I did so, I was given empty trash bags and towels (not even a full set for one person). The next day, the trash was emptied but no beds changed. Next evening, again, trash was not emptied, beds made or towels freshened. Again, I was told to bring the trash and towels down to the lobby. There was a different person at the front desk and she barely talked to us. She was sitting in the lobby eating, watching TV and chatting with a friend. We asked to speak to the manager, left a message for him to call us. No call. By the next day - now we're into 4 nights with no bed linens changed or fresh towels, we left a written note for the manager to contact us. Again, nothing. This continued. I had resorted to taking the "Do Not Disturb/Service Please" sign with me every morning when we left because one excuse was that the sign was on the door. Mind you, the sign was then left on the counter so even IF it had said "Do Not Disturb" on the door, someone was still coming into the room. Lights were turned on, furniture moved, curtains opened. I even took photos of how the room looked before we left so compare with how it looked when we returned. Still, no response from the manager. Finally, we spoke with him and the next day we received a "full service" meaning the room was made up as at check-in and fresh towels were placed in the bathroom BUT the same sheets were on the beds! (We had had to get an inflatable mattress to place on the rollaway bed because it was so uncomfortable and when we asked for a new one we were told they were all that way.)
When I told the manager about how bizarre it seemed to me to be told to bring my trash and dirty towels down to the lobby, he explained that calling the front desk was a tactic used to lure the night clerk away from the front desk so "they" could bum rush the lobby and steal from the front desk. What kind of place was this?
By the end of our stay we were so frustrated with the situation we didn't want anyone in the room. The manager made a great showing of saying he'd have his own mother come in and do our room, but we were checking out the next day so we really just wanted out. The manager claimed he had not gotten our messages then later retracted that. It was such a circus. He promised to compensate us for the experience, even calling us after we'd checked out to say his manager was going to credit us with 15,000 pts to our rewards membership. Well, the points never showed up. Calls were not returned. Emails to the rewards program and Customer Care resulted in one saying to contact the other. Ridiculous!
I've worked in hospitality and stayed in many hotels/motels. This was by far the worst experience. read more