One disaster after another
Posted Oct 19, 2016
I booked a suite for three adults; the AARP/Expedia website said the room accommodated three. The only photo available on the AARP/Expedia website was of a suite with king bed and sofa/bed. When we checked in we found that we had a room with a large jacuzzi, one king bed, no sofa/bed. The clerk told us that third-party websites like AARP/Expedia mistakenly advertise this "suite" as being able to accommodate three adults, but that they could give me a folding cot that was normally used for children. We accepted that for the first night but I complained to the manager in the morning. She told me that the term "suites" is really something of a misnomer. Those are her words. I pointed out that the name of the chain implies that there is a difference between rooms and suites, and that I had not booked a jacuzzi room. She promised to refund our payment for the first night and moved us to what they call the executive suite (the one that was pictured on the website) at no extra charge. The room appeared nice but we found a dirty towel in the closet and later I found that the sofa bed had not been made up. That night it rained, and we awakened to the sound of water pouring through the ceiling onto the dining/meeting table in the room. Luckily I had moved my laptop from the table to a nearby chair earlier, or it would have been destroyed. I asked for a bucket at the front desk and was told that this had happened several times before.
Comment from Hotel Management
Oct 24, 2016 by Glena Smith - General Manager, Hotel Management
I had truly hoped that we had addressed all of your concerns during your stay with us.
We greatly apologize for the inconveniences that you experienced during your stay with us.
It is our goal to all rectify issues and have you leave the property feeling that your concerns were heard. I thought that were able to this for you. It does seem that some issue were not brought to my attention and for that I do apologize. I wish I had been available to speak with you before you departed.
Please accept my most sincere apology for everything that went wrong with your room during your three night stay.