2/10 Terrible
Verified traveler
Traveled with family
Aug 18, 2024
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Terrible General Manager, not clean at all.
This was an incredibly frustrating experience. I booked through hotels.com, and because we were going to be getting in around 1:00 a.m., I tried to call the hotel to let them know we would be arriving late. This is my standard procedure, never had a problem before, and the hotel normally appreciates the heads up.
I tried to call the number provided by hotels.com and Google, but no one answered. I tried 10 times in an hour, waiting about 5 to 7 minutes between each call. No one answered a single time between 9:27 pm and 10:25 pm. I reached out via messaging, and no answer. I was concerned I was going to be showing up with two small children and nowhere to stay, since the front desk obviously wasn't manned. I contacted hotels.com: they tried calling six times and were unable to reach anyone. When I finally got transferred to a supervisor at hotels.com, they were finally able to reach the hotel and confirm because someone new came on shift.
After all that frustration, when we got to the hotel, our room was dirty. There were food crumbs on the floor and all along the baseboards, and there were cigarette ashes in between the bed sheets. When I asked the front desk for a different room, they would not swap me because I had booked through a third party. When she called the general manager, the GM shouted at her through the phone multiple times. Her solution was that they could cancel my reservation or I could take the dirty room. So in the end we had no room at 1:30 am. Terrible!
Verified traveler
Stayed 1 night in Aug 2024