Had to pay an upgrade fee just to get a room that didn't face a parking lot/other rooms. When we did get our room we had to call down to ask for the playpen we had requested. A chair was broken, trim was coming off, and we found broken glass on the floor on 2 separate occasions. Only other complaint is the very noisy heating system that would wake you every time it turned on as it sounded like someone was coming through the ceiling. Needs some updating, but staff was very friendly and pool facilities were very well kept!
Comment from Hotel Management
Mar 26, 2017 by Anthony, Guest Services, Hotel Management
Thank you for submitting feedback as it pertained to your most recent stay with us! Your opinion means the world to us as without it, we would not be able to evaluate and improve our brand.
It is very unfortunate that you had such a negative experience, as we are normally accustomed to positive reviews, so we will be examining each issue that you have mentioned very carefully to avoid a repetition of these mistakes.
We required an upgrade fee because all the suites in the category that you booked, which did not face the parking lot (as you requested), were occupied. Thus to accommodate your request, there was a bigger suite which did not face the parking lot which was available. As a 100 room hotel, we do try to accommodate the requests of our guests as much as we can, but are unable to guarantee all the requests because everything is given based upon availability. Especially given the fact that we do not own any of the suites.
However, the other issues you experienced in the suite were grossly unacceptable, and have been subsequently reported to our management team. If I may ask, did you report these various issues to front desk? We would have gone to heaven and back to ensure that you were comfortable for the rest of your stay. We would have placed notes in your profile to ensure that on your next visit to the hotel, these issues would never occur again. As you noted, our staff is very friendly, so if you had not submitted any complaints to us (while you were here), please do so next time.
We would be more than happy to correct your negative experiences with a more positive and spectacular one so please give us this opportunity by returning again to us soon!
Thank you for your invaluable feedback.