My family stayed at this property on May 15th-16th for Baylor graduation festivities. Due to graduation, the stay was 2/3 times more expensive than other weekends. I booked three rooms for my family members. We were unable to check into 2/3 rooms until 6pm due to "rooms not being cleaned yet and short staffing" (3 hours after check out). Very laissez faire/ unapologetic attitudes about this issue by the front desk. Once we were checked in, it was immediately clear to us that there was NO HOT WATER IN ANY OF THE THREE ROOMS. Keep in mind, we had a TODDLER in one of the rooms, and had travelled from Dallas to attend this graduation. When we were in the elevator a man who was staying there for 2 weeks said the lack of hot water had been an ONGOING issue, not acute. I sent an email that night to the manager, requested a call in the morning to the front desk person, and was assured I would be followed up with. I was NEVER contacted. I finally reached the hotel after calling 3 days in a row (I also had Chase call them to settle the dispute but even Chase couldn't get ahold of them).
The assistant manager is the only one who would answer the phone. The manager was completely unprofessional in not answering my emails, not returning my calls, or simply coming to the phone. The assistant manager told me it is unacceptable to not have hot water but she can only offer me a 15% discount. I let her know that my cousin received a 50% discount for her room that night and therefore 15% is not acceptable. The assistant manager essentially said tough luck. I let her know I would keep calling and would be leaving a scathing review until resolved. The assistant manager did not like this and refused to talk to me further. She then called me back and informed me that the original offer of 15% discount for the three rooms is void and they are offering me "half off for one room ONLY, THAT'S IT". She was unable to explain why the other rooms suddenly did not get 15% off as originally stated. After all of that, I still did not receive a 50% discount, I instead received a flat $100 (THIS IS NOT EVEN HALF OF ONE ROOM). I have alot of questions... I was not treated correctly and do not recommend this hotel, this staff, this room, this service to any one. Baylor affiliated folks- DO NOT STAY HERE. I invite the manager to reach out to me. I still expect at least 15% discount on the other two rooms. read more