EXTREMELY DISAPPOINTED with this POORLY MANAGED, POORLY MAINTAINED, dirty facility. ***safety issues***
My family and I booked a 2 nights stay at the rate of $104 and $194 (Thur&Fri night). Due to the close proximity to local attractions (Santa's Village), competitive rates and "FREE continental breakfast," I decided to add a 3rd night to our stay. The rate for the 3rd night was nearly $300!! (When I inquired about the huge rate increase from Friday to Saturday night I was told it was due to high demand). With free breakfast, I was willing to pay the higher rate.
I called ahead to inquire about room amenities due to our food allergies (looking for a mini fridge & microwave). Was told ALL rooms have a fridge, and if our room did not have a microwave, there would be one in the lobby for guest use.
CHECK-IN- upon check in we learned that there was NO CONTINENTAL BREAKFAST. This was FALSLEY advertised as It had not been offered in over 18 months due to COVID- 19. This was not mentioned when I booked directly with the hotel. No price adjustment was offered.
The room was your standard hotel room- sitting area, 2 queen beds and bathroom.
CLEANLINESS- My son immediately noticed that one of the beds in our room had corn chips on the bed and in between the mattress and box spring.
We reported to the front desk agent who promptly moved us to a different room across the hall.
The room appeared clean by had a very strong vinegar/pickle SMELL to it. The fridge was open, unplugged and pulled out from the wall, so I assumed there was a spill and the fridge just got cleaned.
We plugged it in and unpacked our groceries.
The next morning I went to get milk from the refrigerator and it was warm.
MAINTENANCE ISSUES-
Refrigerator- the fridge was unplugged and propped up on wood. This leaves me to believe staff must have been aware the refrigerator was not in working order prior to check in. Some if our special (expensive!!!) allergy-safe food spoiled. We were told it would swapped with a working one "later in the day " We were given the option to store our food in the lobby (No, Thanks!!)
Sink & Tub
Although they appeared clean, neither the sink nor tub drained properly. Completely clogged and in ankle deep water at the end of a 5 minute shower. Reported to front desk- not addressed during our stay.
SAFETY ISSUE-
My biggest concern of our stay was that my 6 year old opened the end table and said "mommy, what are all these pills?!" In the drawer were 3 prescription DRUG bottles. These medications included a potent Anti seizure/anticonvulsant drug, and 2 anxiety meds classified as CONTROLLED SUBSTANCES. One bottle had no cover and the pills were poured out in the end table...... I wish I was joking. Thank GOD my child was old enough not to ingest them. This oversight could have been catastrophic.
The front desk staff were apologetic but were unable to do anything but offer us $10/off.
Upon check out, I asked if the Manger was available. I was told she was just upstairs. When the clerk called she refused to talk to me in person and only spoke to me on the phone. As a person with years of experience working in the hotel/ resort/hospitality, I wanted to make sure I addressed my concerns to her directly.
The manager was not very apologetic and only made excuses for her poorly run facility. She even blamed the website manager for the false advertisement (after 18 months- I am not the first to call them out in this error. This oversight becomes deliberate).
After our brief conversation, she asked to speak with the front desk agent again. The agent told me all she could do was give a $10 discount.
I understand that the Inn may have been short on housekeepers. However, at $600+ for one weekend, I would expect a clean safe hotel stay.
Even if it's 20 minutes further from Santas Village, stay at the comfort inn and suites. They have a pool, arcade, breakfast and the rates were equal or cheaper than what I paid at this POORLY run hotel.
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