Stayed in Aug. for 4 days and had numerous issues at this hotel :tv remote did not work,2 lamps did not work, could not use the ice bucket had huge crack in it and no plastic bag,housekeeping kept leaving 2 or 3 towels for 4 people, every night when we returned I had to call the front desk for more towels, only one bathroom cup for 4 people left everyday, my kids found food under the bed, and the bedspreads were turned down everyday with visable stains on the bedding facing up to see. Took the bedspreads off of the bed because they were so dirty and the blankets on the beds had holes in them. Two times the manager was not in the hotel to talk with and I mailed a letter to corporate offices in Aug. I am still waiting for a respoonse.
Also found beer bottles left in the hallway, elevator and lobby from two weddings that weekend. Front desk was very nice and accomdating but I should not have to call every day for housekeeping to leave enough towels. Very disappointed in the hotel for the cost. Now I do not want to stay there again and have to visit the area every summer for family. I will be looking at another hotel to stay at.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
4 October 2011
Dear northeast,
On sept. 6th I had emailed you a response to your letter. It appears you did not receive it at the email address that we had for you on property. As you can see by my responses to all comments on Trip Advisor, I also respond to every guest email received on property and through other channels. The voice of our guest is important to us so we may develop continuous process improvement plans with our team. In regards to you stay with us, I want to apologize for any inconsistencies that you experienced in our service delivery. Your comments were discussed at our weekly staff meeting to determine how we could have managed your stay with us more effectively, especially with the need for more towels and cups in your room on a daily basis. We understand that traveling is not easy especially with children in tow. Your request for extra towels and cups should have been noted and passed along so we could have stayed ahead of your requests. The remote and light bulb should have been tested prior to occupancy. As far as the linens are concerned I have asked our Executive Housekeeper to see where the disconnect existed to change out the linens. While we can not go backwards, we can move forward. It is my hope that you will see this experience as an anomaly in the brand experience and give our Four Points or one in another location another try. I would look forward to the opportunity to speak with you personally in regards to this matter. Again I apologize for this hick-up in our service delivery.
Regards,
Suzanne Farias
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
