We had stayed at this hotel before and genuinely enjoyed it, which is why this experience was such…read morea shock. We booked a 10-day stay, looking forward to a vacation we had been anticipating for months. Instead, the room was filthy upon arrival, basic services were neglected, and the beds were painfully uncomfortable. By the third day, we had reached our breaking point and checked out early, losing the vacation we had spent months looking forward to. In all my hotel stays, I have never experienced such a disappointing combination of poor cleanliness, inadequate service, and lack of basic comfort. What should have been a relaxing vacation quickly became an exhausting ordeal.
After checking into our assigned room, we quickly discovered that it was far from clean. There was long, black hair everywhere: on the countertops, in the bathtub, on the tile floor near the kitchen sink, and even in large clumps underneath the vanity. I immediately went to the front desk and spoke with the GM, Elissa. She was very apologetic and sent a housekeeper to our room shortly afterward. Unfortunately, once the housekeeper finished supposedly re-cleaning the room, hair was still scattered throughout. I didn't want to return to the front desk a second time, so I did the best I could by washing some of the surfaces myself.
Unfortunately, the problems didn't end there.
We visited the breakfast buffet all three mornings and the experience was consistently disappointing. The dining area was overcrowded, food and beverages were not replenished in a timely manner, and only one waffle maker was operational, resulting in lines of 8-10 people deep. The juice machine was out of order, leaving only coffee and tea as beverage options, which was particularly inconvenient for families with children. The oatmeal, milk, and cereal were also depleted. Overall, the breakfast service was poorly managed and fell well below our expectations.
Housekeeping was inadequate throughout our stay. Soap dispensers were left empty, no fresh towels were provided, and trash was never emptied. Basic housekeeping services were noticeably lacking and fell well below expectations.
The biggest issue, and ultimately the reason we checked out early, was the extremely uncomfortable beds. The pullout sleeper felt like sleeping directly on mattress springs, leaving my daughter with severe neck and shoulder pain. The king-size bed was just as uncomfortable, leaving my husband and I tossing and turning all night and waking up with neck, back, and hip pain. None of us could get a decent night's sleep, making it impossible to enjoy our stay.
Before leaving, we spoke with Elissa again and explained the numerous issues that forced us to cut our 10-day stay short after just three nights. Although she was apologetic, she offered no compensation or adjustment despite the circumstances that drove us to leave early.
This was one of the most disappointing vacations we have ever experienced. We had looked forward to it for months, and having previously enjoyed this hotel, we were especially disappointed by how poorly this stay went.
I would not recommend this hotel. For the price, guests should be able to expect a clean room, functioning facilities, adequate housekeeping, and comfortable beds. Unfortunately, even these basic expectations were not met, and the lack of any compensation only added to our frustration. Save yourself the disappointment and look elsewhere.