Unfortunately, our stay was a nightmare from the moment we arrived until the moment we left…read more
Check-in took, and I am not exaggerating, THIRTY MINUTES. The woman behind the desk said she "couldn't find" our reservation in the system, but that she did have it in their email (we had reserved and pre-paid for two nights on their website directly earlier that day). She couldn't figure out how to check us in despite all of this, and had to call a couple of people to help her out. The first person didn't answer, and the second finally was able to walk her through her job, but in the meantime quite a line was forming behind us. We had been traveling all day and were super tired, she could have just given us a key and sorted out her software issues later, but we were forced to stand there and wait while she complained about how much she hated computers, and then proceeded to NAME all of the other reservations out loud to me, twice (first and last names!). Why she did this is beyond me, and is probably some sort of privacy violation.
When we eventually got into our room, which we were told was a non-smoking one, this was clearly false as it reeked of cigarette smoke and there were even burn holes in the bedspread! At this point we didn't want to bother with switching rooms given how hard it was to get this one, so we just dealt with it.
The the next day while we were out, we get a voicemail from them saying that checkout was at 11 and it was now 11:19 and that our stuff was still in the room, asking when we would be checking out. Well, given we had a two-night stay, we would be checking out the next day, obviously. She stared at my reservation for 30 upon checking us in, so should have known that. Or she could have double-checked it before calling me and complaining. So we called them back to clear it up, but come on!
After we got back to our room, we found that they had deactivated our keycard DESPITE KNOWING that our reservation was for two days (we had a whole phone conversation about it only hours earlier). We had to go to the front desk, again, and get it reactivated.
When we were finally permitted back into our room, the maid had clearly been there, but other than to spy on us, I'm not sure what she did. The bed was made, but the trashes were still full, the towels had not replaced, etc. Not a proper turndown in any way shape or form. At this point we are starting to lose our minds, but still holding our tongue.
The real cherry on top of all of this is that at 7:30am the next morning, some random woman, WITHOUT KNOCKING or announcing herself, just burst right into our room waking us up and scared the bejesus out of us!!! Without even attempting to explain who she was or what she was doing there, she just ran away! We called down to the front desk to see what the hell was going on. We were told she was there to "do repairs" and "got the wrong room", although she wasn't wearing any kind of uniform and was not carrying tools. I mean, who does this!? Even housekeeping will at least knock first, or tell you who they are and what they want. Unbelievable!!!
We were so glad when it was finally time to go at the proper time and on the proper day, but when we tried to check out there were issues there as well. There was no-one at the front desk for some time, then finally the same woman who checked us in came out and started complaining about how she wasn't even supposed to be on the clock yet but would check us out anyways, and then someone else finally showed up to do their job and relieve her from the process, but at that point we were so fed up that we finally did complain (and if anyone wants to dispute any of this, there is plenty of camera footage to review because there was a spy camera right on the checkout counter, about chest-high, which is insanely creepy and gross!).
At no point during any of this did any of the staff or management offer any kind of solutions or options to offset the issues with our stay. The most we got was some half-apology but no offers of a refund or even a partial refund or anything whatsoever. We have actually stayed at this property before and had no issues, but this time it was just a complete disaster. We will NEVER be returning to this rundown hotel that is staffed by grossly incompetent people who couldn't care less about any of the problems they were causing to their guests.
Travelers beware, avoid at all costs!
