We stayed at this hotel twice in October due to a family situation, once for 6 days, and once for only 2. Here are the positives: The front desk staff at this hotel are simply wonderful. They are gracious, smiling and helpful. The breakfast is adequate and the location is very convenient, being just off I-4.
We have stayed at this hotel for the past 4 years and have always been pleased.
The first visit in October has some housekeeping issues (lack of towels, cups and the bathroom was not cleaned at all), which was unusual. We reported this to the desk and for the next four days we had no problems. The room was done perfectly. Some of the confusion resulted from the housekeeping staff saying we had a "Do Not Disturb" sign on our door; and while the next room to ours did have one, our sign was inside our room the entire day. But, as I mentioned to Jonathan at the front desk, sometimes "kids do pranks." He did indicate that there had been some housekeeping issues. We left a gratuity for the maid service. The second time (after the first night there), we stopped back in the room around 1 p.m. and our room was not done. As there was no housekeeping staff on the floor, we inquired at the desk and were told the room would certainly be done. Upon our return that night, the room had never been touched. When my husband went to the desk to obtain fresh towels, cups, laundry bag, etc., the desk clerk said there had been complaints about the housekeeping.
As there was a letter in our room inviting guests to call the General Manager about situations in the room, I did so. I was trying to give him information, but he became so verbally abusive that it was impossible to have a civil conversation with him. He told me that "there has never been one complaint about this hotel until YOU." While he offered to move us, his verbal abuse was so upsetting that I did not care what he said (even when he mentioned that he had been the General Manager for the past three months only).
I came away with three impressions: (1) Since he became Manager, this property has deteriorated; (2) if I am going to be attacked for expressing a problem, then I simply do not want to do business with this hotel chain and (3) if anyone stays here, just make it for one night and you never have to worry about the housekeeping.
I know it is difficult to find hotels that accept pets and this hotel does attract pet owners.
When I told the General Manager we would just check out the next day and move "across the street" (to the Comfort Inn), he said, "Fine!" (which we did with no issues) While I realize this is NOT a Hampton Inn or a Country Inn and Suites, I still believe that you should have a room that is clean and that the corners aren't full of cat hair. This is simply so unfair to the Hotel desk staff who do such a terrific job. In this economy, we have many options - next time we are opting for one of the many other hotels.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
16 May 2011
Dear Ninjaqueen,
I'm so glad that we were able to work out our misunderstanding, hopefully you have also received the letter I sent you. I was sure to speak with housekeeping about the issues you encountered and we have taken steps to make sure that it does not happen again. If you ever need anything, please feel free to call. I hope that next time you are in Lakeland you will come back and see us!
Thank You,
EH
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC