We were a group of 4 adults. When we arrived on Wednesday evening, after a long, 8-hour drive, we were given keys to a room with a single bed. We went back downstairs to request a room with two beds and were told that there were no double-bed rooms available, but that we would be supplied with a rollaway bed. We were told to wait about 10 minutes and the rollaway bed would be delivered to our room. We waited for 10 minutes, but had to leave because we had to attend a meeting. When we returned over an hour later, there was still no rollaway bed in our room. When we tried to call the front desk to ask if there was a rollaway bed available, we discovered that our phone did not work. We also realized that we did not have an alarm clock available to us in our room. We brought the broken phone downstairs to request a new phone, the promised rollaway bed, and an alarm clock. We were told that the phones were not working correctly and that they were still searching for an available rollaway bed. The desk manager handed us an alarm clock and took the broken phone and told us that the rollaway bed would be delivered as soon as they found one.
About 15 minutes later, a rollaway bed was brought to our room. We thought we were satisfied and began getting ready for bed, since it was late and we had to be up early for another business meeting in the morning. We learned shortly thereafter that the toilet did not work properly. It would not flush. We decided to inform the front desk in the morning, as we were all exhausted. Upon attempting to sleep on the rollaway bed, however, it was discovered that the mattress, pillows, and sheets smelled like an animal had died and rotted inside the rollaway mattress. The smell was enough to cause a severe headache. Given that this was late at night and all we wanted to do was go to sleep, we were more than a little unhappy. We threw the smelly sheets and pillow in the corner of the room and went back downstairs to ask for clean, non-smelly bed linens. We also informed them that the toilet was not flushing correctly. We were given the bed linens with the explanation that the rollaway mattress had been in a storage room for over a year and the smell may have been because of that. We took the bed linens, not too impressed with the explanation, and went to bed.
Thursday morning, we hoped for a better experience. However, the alarm clock we were given did not sound off at the time we had designated and we ended up waking later than we had planned. Regardless, we got ready for the day, put the smelly pillow and sheets on the bathroom floor to attempt to contain the smell to the bedclothes only (and not seep into the carpet, thus stinking up the whole room), and went downstairs to eat some of the complimentary breakfast and to remind the desk manager about the non-flushing toilet. When we arrived, there was next to no food left on the breakfast bar. It was 7:30 a.m. and breakfast had started at 6:00 a.m. We waited for the woman in charge of the breakfast to restock some of the bagels and toast so that we could put something in our stomachs. We informed the front desk about the toilet once more, and left to attend our meeting.
When we returned that evening, after a long day of meetings and walking, we were pleased to find that the bed linens on the rollaway had been changed again for us. However, we were horrified to learn that the smelly bedclothes and pillow had been left in the bathroom, with the door shut, all day. When we attempted to open the bathroom door, we were literally knocked back by the smell that had been given the full day to accumulate in the small, non-ventilated room. We only assumed that the toilet still did not work, since none of us were able to walk into the bathroom to try to flush it. We immediately went back downstairs (since we still had no phone) and informed the desk manager of the situation. The desk manager assigned us to a new room and told us he would provide us with a 2-night compensation for the trouble.
We transferred all of our belongings (and the rollaway bed) to the new room on the next floor up, glad to be rid of the horrible smell that seemed to haunt us down the hallway (even though it was an open-air hallway). When we arrived to our new room, we were happy to find that we had a working telephone and the toilet flushed. There was no alarm clock, but that didn’t matter as we decided to use the alarm clocks on one of our phones instead, knowing that this method would be more reliable than the alarm clock provided by the hotel anyway. The room smelled like smoke, however, and we were disappointed to see that one of the curtains on the window was literally hanging by a thread off of the curtail rail. We rigged the curtains up to try to cover most of the window and called the front desk to inform them about the curtain. We were told that someone would be up to fix the curtain the next morning. This seemed satisfactory. However, we all tossed and turned that night as the entire room was lit up by the parking lot light directly outside our window that was facing the building.
When we woke up Friday morning, we were inevitably jaded by the whole experience with the hotel. Our feelings were brought even lower when one of our keys to the room did not work. We took the key to the front desk and the manager attempted to fix the key twice. It was only after the third time walking downstairs from the third floor that the manager asked which room we were in, and informed us that the key we were using had been keyed for our previous room, not our current room. He also informed us that our keys were set to expire Friday afternoon, and asked if we were planning on staying longer. Seeing as we had prepaid for 4 nights and had not planned on checking out until Sunday, we had him reset the keys to expire Sunday. We were glad when we returned from our meetings later that night to see that the curtain had, in fact, been fixed for us.
Saturday morning, another of our room keys would not work. It had expired. We had the manager reset the key to work for one more day, since we were not checking out until Sunday, and went about our business to attend our meetings.
When we approached the desk manager Sunday morning, we asked to verify that the 2-night credit had been applied to our charges. His initial reaction was that he had no idea about any refund and would let us know about it after he had looked up our account. This was the same desk manager who had offered the refund, and with whom we had been dealing every time we had to make a complaint. Upon looking up our account, he asked us why were had been offered a refund and who had offered it. We explained the trials and tribulations that we had to go through and he offered to give us a free night’s stay for next year instead. We informed him that we had no intentions of staying at this hotel again next year and would prefer a refund. He informed us that, since we had prepaid through Travelocity, the refund would not be going to us, but to Travelocity instead. We told him that we would talk to Travelocity after he issued the refund and asked for a receipt. He preferred not to give us a receipt, but we insisted. We finally left the hotel, glad to never come back to that place again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
