Smoking rooms + poor service
Posted Sep 8, 2016 on Hotels
Despite requesting non-smoking multiple times in our hotels.com booking, when we arrived late, after a long drive, we were told that only smoking rooms were available. We made it clear that we were not interested in staying in a smoking room, but the woman at the front desk only solution was to give us the one that hadn't been used in a couple days...and that we could try different smoking rooms to see if we preferred any over the others.
The hallway was nearly unbearable - the room wasn't awful but definitely smelled like smoke and made our clothes smell too. The AC unit didn't work and only one of the 2 windows opened up (about 3 inches). Since we had prepaid, we sucked it up and promptly checked out in the morning and into another local hotel.
Perhaps the most annoying part - after contacting hotels.com about this stay, they contacted the hotel who proceeded to blatantly lie and say that they offered us the chance to cancel the booking and we declined. I assure you, had we known we had the option to cancel and receive a refund we would have gladly taken the opportunity.
Comment from Hotel Management
Sep 29, 2016 by General Manager, Hotel Management
Thank you for providing us with details about your stay. We were disappointed to hear your stay you did not receive the non smoking room you requested. We can assure you that this does not happen often. Thank you again for bringing this to our attention. We do hope that you will consider our hotel again so we can show you the positive changes we're making.