We booked our room through Hotwire.com at the end of June. I called the hotel directly the following day to reserve a crib for our room since we would be traveling with our 1 ½ year old son. The man I spoke to on the phone said that they did not have cribs, but went on to describe what they do have. I don’t remember now what his exact description was, but it sounded like a pack & play, so I asked him “do you mean a pack & play?” and he responded with “yes”. I told him I wanted that added to our room then. We arrived at the hotel for our stay and there was no pack & play in the room. We stopped at the front desk on our way out for dinner to make sure they would bring one to the room. The front desk clerk was no longer at the desk. I rang the bell & a different employee came. She wrote down my request & said she would see what she could do. When we came back after dinner there was still no pack & play in our room. So I went back to the front desk. Still no desk clerk, so I rang the bell again. After waiting over 5 minutes, and ringing the bell a few more times, a different employee (janitorial, I think) showed up and said the desk clerk would be right there. Apparently she had something more important to do in a different part of the hotel. When she finally showed up, I asked about the pack & play and she said they don’t have pack & plays. I told her that wasn’t what I had been told when I called the hotel, and her response was “Well, I don’t know who would have told you that. We don’t have pack & plays”. So, in order for my son to have a place to sleep, I pushed one of the beds against the wall & slept in that bed with him.
The next morning we went to the dining area to have breakfast. There were not enough tables provided to accommodate all of the guests. We found a spot on a couch against the wall with a small, short table in front of us. Not a single high chair or booster seat was in sight. The food selection included under cooked scrambled eggs, mushy hash browns, and moldy oranges. I would have loved to have made a waffle, but there was only 1 waffle iron and a line of 5-10 people waiting to use it at any given time. There was no butter to be found anywhere.
As for the room itself, the housekeeping staff does not do their job well. There was enough dust on the phone that I could run my finger through it and leave a streak. Most hotels make sure that both toilet paper holders have rolls of toilet paper on them, but not this one. One holder had half a roll, the other one was empty. When I checked under the beds before checking out (to make sure we hadn’t kicked anything under them) I found a tennis ball, a band aid wrapper, and either a disposable glove or a wrapper of some sort (it was under the middle of the bed, and I wasn’t about to crawl under there for a closer look).
When we checked out, we told the manager on duty about not having a pack & play in the room. She very rudely said “Well I see you booked through Expedia.” As if booking through a travel site made us less important (we actually booked through Hotwire, so I don't know where she got Expedia from). I told her that I had called the hotel directly the next day & told her the same thing I wrote in the first paragraph of this letter. She then explained (again, very rudely) that they have cribs available, but those were reserved by people who had booked their rooms 6 months ago. I told her that it would have been nice to have been told that when I called. She then went on to tell us (rudely, once again) that our reservation shows we reserved a roll away bed. I told her that no, I had not reserved a roll away bed. I was told they had pack & plays and THAT was what I reserved for our room (although, for whatever it matters, there was no roll away bed in our room either). At that point, my son started to get antsy, so I brought him to the car while my husband went over the rest of our complaints, one of which was that we had seen at least 3 dogs in the hotel despite the no pet policy. Her excuse for that was to say they were service dogs. Sorry, but there is no way those dogs we saw were service dogs. She did not apologize for any of our inconveniences or complaints, asked my husband to keep his voice down so no other guests would hear him complaining, and then basically kicked him out of the hotel without giving him a receipt. And now for the icing on the cake. As my husband was walking out to the car another hotel employee walked outside and yelled after him saying “I hear you have a problem with someone in this hotel. Your problem better not be with (manager on duty, I don’t recall her name) or you’ll have a problem with me.” He then went on to tell my husband how great of a hotel it is and how the housekeeping staff does their job well. And then told my husband that he was going to kick his "butt" (not the word he used, but this won't get past the profanity filter otherwise), and that he had better get a lawyer.
We have traveled a lot and stayed in a lot of hotels. Many of those rooms were booked using travel websites. We have never been made to feel less important because of booking through a travel site instead of directly through the hotel by any employee at any hotel, until we stayed at this one. We have never had any employee of any hotel speak as rudely to us as this manager on duty did. And we most certainly have NEVER had any hotel employee ever physically threaten us. That was completely unacceptable. This was by and large our worst hotel stay ever.
- Official Description (provided by the hotel):
- All guest rooms are equipped with full size refrigerator, microwave, two burner stove top, dishwasher, garbage disposal and utensils for two. ... more less
- Reservation Options:
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- Also Known As:
- Lees Inn And Suites Evansville Hotel Evansville
- Lees Hotel Evansville