THIS IS A COPY OF AN EMAIL I WROTE TO THE GENERAL MANAGER IMMEDIATELY AFTER OUR STAY. IT'S STILL AMAZING TO ME, THAT RIGHT ON THEIR FRONT DESK, THEY HAVE A SIGN THAT SAYS 100% SATISFACTION GUARANTEE. YEAH, RIGHT. THE GM DIDN'T EVEN TRY TO MAKE THIS RIGHT. WE WERE ENTITLED TO 2 NIGHTS SLEEP, AND IF YOU PAY FOR A HOTEL AND THEY CANT GIVE YOU THAT, YOU DESERVE A REFUND FOR IT!! HELLOOOOOOOOO?? YOU'RE THE MANAGEMENT, MAKE IT RIGHT!!!!


We got our stuff to the room (214) & (212) and it was spacious like I remember, however I immediately had to call down the front desk and report that there were 2 very large dark stains on the carpet (one right in front of the bed and another right in front of the sofa bed). It appeared to be from a previous guest spill, so I didn't want the hotel thinking we had made it. Honestly, I can't believe the room was rented without that being addressed in the first place. Went do dinner, and noticed that my friend's son as well as my other friend that I was sharing a room with, were both coughing quite a bit, so we wrapped things up, got back to the hotel around 11pm, and hit the sack preparing for our big day in the city so we and the kids could get some rest.

Imagine our surprise at aproximately 2am when alarms went off in the hotel. So, now everybody is up due to both rooms having a person coughing, and now we are obviously needing to exit the hotel in 35 degree weather with them. Okay, it's an emergency procedure. I get it. Firetrucks, police all show up, clear the hotel and we find out it's a faulty switch to one of the sprinklers or something of that sort. Back in to the rooms, and try again to get to sleep. Here we go again. No sooner do we get all settled in and just on the verge of sleep, the alarms go off again. Back we go, and as we proceed to the front desk area, the clerk, is telling everyone "there's no fire, it's a switch but I can't turn it off, only the fire department". Great, just great. Another guest proceeds to tell him that "it's the kids in room 204...they are smoking up a storm in that room so bad, that it's even spilling into my room next door-that's probably what's setting of the sprinkler switch-tell the Fire Department to check out that room!". I hear your agent tell the guest, "Well the 2nd floor is ENTIRELY smoking." SAY WHAT??! No wonder, my girlfriend, and my other girlfriend's son are coughing up a storm. They both have ASTHMA!! I tell your front desk agent, why are we in a smoking room, we DEFINITELY made it clear that we had to have NON SMOKING rooms and the hotel IS NOT sold out. All we get is the response "I'm not sure, I wasn't here when you checked in, come back in the morning."....uh, it IS THE MORNING!! So, now we proceed back to our smoking rooms to try to get at least a couple hours of sleep with the kids, and first thing daylight we call down and your agent says she has one room ready we can move to, and by the time we get back from the city we can stop by and get the keys for the second room. She said we could leave our stuff by the door, or we could put it all in the one room already ready-which we choose to do, and if we forgot anything, it would be moved over by housekeeping. She obviously was aware of what went on with the faulty switch that made the alarms go off in the middle of the night, and I told her someone needs to address the situation now that we have experienced two major problems. She said the front desk manager would be in Sunday morning. We were given rooms 702 & 708 now.

Came back from our great but (obviously we were all exhausted) trip in the city, and got the 2nd room's key and turned in. Shortly therefter, I realize that I left an unopened bag of food in the first room's fridge and my girlfriend's daughter left her pillow (with colorful personal pillowcase) on the bed in her first room. We report to the front desk and are told that the food was either (A) thrown out, or (B) in the fridge of the office, and the pillow was most likely recovered by housekeeping. Either way we were told to check back in the morning prior to checkout and speak to the front desk manager.

Checking out today, there was one female agent (Emily-Elvira?) who we told about the various situations, and she proceeds to make calls and this is her response.
"I'm not saying there wasn't food you left in the fridge, but the guest now says there wasn't anything in there, and the housekeeping staff says there wasn't either". Okay, yes, of course, the bag got up and exited the fridge by itself. Oh, my God...just tell me you threw it out or the staff took it already!! Pillow: "I'm not saying you didn't have a pillow on the bed, but the staff says there wasn't one." Yes, of course, that pillow got up and walked out of the room as well. Silly us.

Come on Mike, okay-the food fine. Thrown out whatever. The pillow-really?? The smoking room really?? The alarms really?? I told (Emily-Elvira?) I am denying the charges for Friday night. She said the other room was already paid thru Hotels.com. Seems to us, if you can't even tell us what the rate was, then how do you know it was already paid?? In either event, I have contacted my bank, and my friend, Laurie Potter has already contacted Hotels.com and has put in a discrepancy until both rooms are refunded the cost of Friday, November 11th.

I wanted you to be aware of the situation when you get notification by the bank and Hotels.com. It really is a shame. We went in thinking based on our last time and the problems we had, that no way are there going to be issues again. Wrong. What a pity. You have a convenient location, but the customer service skills with your front desk are COMPLETELY lacking. My girlfriend and I have both been travel agents for 15+ years. and both agree- your front desk needs major assistance in those skills.

Considering the level of inconveniences we have experienced yet AGAIN, please refund the first of the two nights we spent at the property for both rooms-the night of 11/11/2011.