Stayed here after picking my boyfriend up from the airport, worse decision ever. We had made plans to stay in the area for the weekend, checking out Monday Morning. Checking in was a 15 minute wait, as there was only one agent working. Once getting into my room, I wanted some fresh air but come to find out there was no screen on the window. Being on the first floor I did not feel safe having my window open, in result being stuck in a stuffy room, this was strike one. As I headed to the airport, I had to pass what I think was an employee in the parking lot smoking with his dog on his lap. The parking lot was very dimly lit, making the walk a bit scary alone in the rain and dark. After getting in late, we wanted a peaceful night’s rest, if that was possible. Early the next morning housekeeping came knocking on the door, when we didn't answer because we were still asleep they continued to try to open the door. Luckily for us we put on the latch lock or they would have barged in without announcing themselves, strike two. After showering and preparing to head out for the day, we received a phone call asking if we would like service in our room. We declined; within 10 minutes of the phone call we received ANOTHER knock on the door and ANOTHER attempt to open the door. (Again, we keep it latched.) Strike three. I opened the door to find a little elderly housekeeper rapidly walking away from our door, as if she knew she was in the wrong, strike four. At this point I was fed up; all we wanted was some privacy for our weekend. The place seemed downright sketchy not to mention unsafe.
I went to the front desk to check out (early, because I did NOT feel as if staying there was safe nor enjoyable) I had to wait a good three minutes for the front desk agent to come in from outside where she was having her smoke break, leaving the desk unattended. After asking for her manager, who was not available because he was off until Monday, I explained the situation to her. She did not apologize or help to offer any solutions; instead she began to speak Spanish with one of the housekeepers close by. After telling her that I would be leaving early and that I would like to be contacted by the manager she said something again to the housekeeper in Spanish to which I made out to be something of the fact that we would be leaving. The housekeeper shrugged her shoulders and said oh well.
I would not recommend this property to anyone, even for a stay before a flight. The lack of professionalism and courtesy combined with the unsafe feeling of the property speaks for itself.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
6 October 2011
Dear Traveler,
I am sorry your experience was anything less than the completely satisfying stay you have come to expect from us. After reviewing your response,I have investigated this matter both by interviewing the staff members present and reviewing our CCTV system at the front desk. I have addressed your concerns with both our front desk and housekeeping department regarding the miscommunication with your room. In the future, please know that like most hotels, we do equip our guest rooms with a "Do Not Disturb" sign that alerts our housekeeping staff that you are denying service on that day. I assure you our staff strictly abides by this unless authorized verbally by the guest. In reviewing our CCTV system, I did note that our guest service agent, did indeed apologize several times throughout her interraction with you., as well as offer you one of the hotel's business cards and urge you contact the manager on Monday (due to personal scheduling conflict, I was unavailable that weekend). The only thing she did not do was discount or refund your room as you had requested of her (due to the fact you booked a non-refundable reservation at the hotel thru a third-party website- but was ultimately refunded anyways by the agent). Again, I apologize that your stay with us was not as you expected, but can assure you we will use your feedback to improve our services and facilities to our guests. We hope that you review this, and will give us another opoortunity in the future to be of service to you.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC