I booked with this hotel because I couldn't find any other place that would guarantee a non-smoking room. I spoke directly with the hotel 2 months prior to our stay and was told that there was no problem with this request. We confirmed 3 double queen rooms that were all non-smoking. We have 3 children under the age of 4, one of which is a special needs child who would have issues with cigarette smoke. When we arrived, the guy at the front desk told the lady working there that we needed 3 rooms. There were no vacant parking spaces and there was a loud party going on downstairs. I asked the lady where we could park. She said we could come down in a couple of hours and park after the party was over. It was already 10 p.m. The lady told the guy that we could only have one room. He let her know that the 3 reserved rooms were made under 3 different names. We were travelling with 2 other families and had confirmation numbers for all. She said she would have to see what was left. They started marking off the rooms that had been filled and finally came up with 3 king smoking rooms. I told them that I had to have at least 2 non-smoking double queen rooms. He could only give me 1 non-smoking king room and the other two were smoking (one of which was a king room). We pulled a "pack and play" out of the back of the car for the youngest child to sleep in and had that family take the non-smoking king room. Then we gave the room less smokey to the family with the other 2 small children. We took the other one. I felt really bad for the family in the non-smoking room. They had no towels in their room and there was something stuck in the drain of the bathroom sink. The bathroom countertop was dirty with a crusty film. It was nowhere near ready for guests. None of our key cards would work to get in the door downstairs, but we were told that it had a "battery problem". When I asked the lady why the rooms we reserved weren't available, I was told that they had rented them to 4 different soccer teams. When I looked at her, she told me that I should know that all of the hotels in Greenville were totally booked. I told her that I had spoken to the hotel directly and had been promised the rooms I booked would be what I expected. She said that they train a lot of people and that whoever I talked to "must have got that one wrong". A lot of things in the rooms were broken and stained, but we had been travelling for 11 - 12 hours and knew we had no choice. The kids were exhausted. We were awakened in the night with adults yelling, crying and screaming both outside in the parking lot and in the hallway.
I know that any place can have a bad night, but from the other reviews on here, it seems that this place is all about loud parties and not accomodating travelers who need a decent nights sleep. We will not stay here again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
8 December 2011
We appreciate your business and I apologize that you encountered challenges while staying with us at the hotel. The weekends are big with parties and events. We are updating our facilities, and our guidelines for parties and events based on your stay. We have implemented strict time guidelines for the parties that we have here. However, from now on, we are setting a 12:00am rule that the music must be cut off. There are no exceptions to this rule. If we have a party or event going on, we are also letting the guests know immediately upon check-in. We have rooms available upon advanced booking that we can assign to keep guests away from the noise. Again, I apologize for your challenges, and we would love to have your come back and give us another try. Please let me know, if we can be of further service.
Thank you,
Ken Floyd III
Assistant General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC