Hello,


I am writing with great disappointment, with your Hotel & Staff friendliness, helpfulness at Check-in and Cleanliness. Is this property a Marriott trade mark? Are these your standards? Is this Quality Assurance? I stayed on the night of 01/10/12 folio # 86541

I want to advise you of my experience at your location for one night. Before I checked into your facilities I had called to inquire about vacancies, I spoke with "Felipe Munoz"which was cooperative and one worded (short) at first. I explained that our home (myself, husband and two children) was flooded everything ruined and that our insurance company would be calling to reserve and pay for the room. Upon walking into your facilities my initial reaction was (DIRTY) the air smelled of urine and Stael. When we walked to the desk "Felipe" did not greet us nor made us feel welcomed. He had asked my Husband for a Credit Card, my Husband thinking that the insurance company was paying for it, questioned it. He explained that the credit card was for incidentals only, I had asked if he can make the exception due to my family staying for the one night. He stated "No! unfortunately we need it in-case you break something in the room!" WOW!!!! (Is this hospitable?) He rudely cut my Husband off and said "I'm just doing my job" and walked away. When he came back my Husband gave him a credit card and Felipe asked for a local address, never asking for my ID. Which the folio does not have my address and says one guest and clerk:ZZZ. Doesn't the hotel require more information such as accurate address, phone number and or email? Do you also require the correct amount of guest per room to determine an accurate number for breakfast and in case of a fire or emergency? He then gave us the room key (dismissing us), I had to ask "where is the elevator?" "where is the luggage cart?" "what time is breakfast served?" "where is your pool and hours?" "where is the laundry room?" Extremely unprofessional!!! The luggage carts are load and old. I thought for a moment that I was somewhere far away from home in a bad Caribbean Island Resort. I was able to take my children to the pool, it was cold. We did enjoy the Hot Tub for about 40 minutes...

Upon our arrival in the room the foul smell continued, my eldest son lay-ed on the pillow (finally after a long horrifying day) says "Mom look at these pillows". The pillow's all four, were yellow and dingy with lint balls (is this a Marriott?) they had one pillow case over them which for the most part in staying at other hotels, the pillows have one case that zips and another over that one which is open. The paint was faded the ceiling looked like it had been repaired by a Mikey Mouse company or some that didn't know what they were doing and the television was old. (I hope you are able to forward this to Pacific Concord Corp. offices to increase your budget for a complete revamp/renovation) I then put my younger son in the shower and noticed that the towels looked like they had been donated, hard as paper with a funny smell. I went to make coffee and the sink made a screeching noise, the phone by the window did not work. I was trying to request a wake-up call, and quickly changed my mind. Finally, as I made up the pull out bed for myself and Husband I noticed the sheet that visibly had been washed way to many times, with small wholes and lint balls. The Carpet was filthy...What a nightmare on top of the nightmare my family had that day.

I must say the next morning, while walking down the hallway, the Housekeeper was friendly. We were ecstatic to leave, but decided to have breakfast, the older Woman in the dinning area was very pleasant and so was this older man dressed as if he worked in the Engineering department. I must say that it was a SHAME that the only nice part of our stay was the breakfast and your line level employee's making my family feel WELCOMED.

It is unfortunate this could have been revenue for your property for three months.


Thank You for your time,