We arrived around 2:00 am in the morning. Upon entering our room, we where taken back by the musty, mildew smell of the room. With two small children that was tired, we deceided to stay instead of switching rooms. When we woke up later that morning, everyone had a headache, stuffy noses and sneezing. We contacted the front desk and they offered us a switch of rooms across the hall. The second room was a lot better and didn't have the odor. Later that afternoon, we went swimming in the pool. Around the edges of the pool, on the concrete sides you could see black and green. As my child was swimming, she picked up a chunk of long, black, wavy human hair that was floating past her and asked me "what is it". That ended our swimming for the visit. As we where walking back to the room, the hallway had the same mildew smell that we had encountered in our first room. That night when we where taken showers my older son slipped in the tub and hit his head on the faucet. There are no mats in the rooms anymore. Several ice packs later we where able to get him to calm down, when someone brought us a shower mat later that night. When we complained about our events to the manager, he implied that everything that occurred must of been our fault and that we where not entitled to their 100% guarantee.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
26 August 2011
We appreciate any and all feedback given to us by our guests. We do apologize for any issues any guest encounters at our hotel. It’s our job to satisfy all of our guests at all times. We try to exceed guests’ expectations on each and every stay. We will continue to give our outstanding and award winning service.
We have researched this personally and found no complaints about a child getting injured on this stay. We care about all of our guests and take any matter or issue seriously. The guest did ask for a bath mat that was brought to the room shortly after calling. We have a non skid treatment in all of our tubs to avoid injuries from a slip. There was no mention of anyone being injured at that time or anytime during the stay.
We were a bit surprised to find the health department had been called by the guest. Upon inspecting the room in question, three other rooms, and the pool, the inspection report revealed that there were no issues of mildew, humidity, feet smell, improperly working A/C units and thermostats. The health inspection report also documented there are non slip bottoms on all tubs that were checked and according to the inspector are fine and in good working order. The pool area was also documented and verified to have no mold or hair in the pool.
Thank you,
Kristy Short
Director of Sales & Marketing
Hampton Inn Ashland
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC