Last minute business travel. Stayed 5 nights.
Posted Oct 24, 2016
Late check in and room given was not done. No elevator, so had to haul bags back down to lobby. Nice front desk found a new room but had to wait a long time. New room looked ok but found dirty towels behind door. Dirty floor with human hair/dust behind door/under sink, toilet was moldy and brown inside rim. Carpet not vacuumed. Bed was made but linen did not smell or feel fresh. Too exhausted and hungry after a long drive. Next day manager confronted me about negative rating against cleanliness. "Kenny" asked me to change my rating, but she did not do anything to make the room better. Told her about the broken door. She said to have maintenance look at it. Nothing got fixed. Had to move valuables out of the room daily in fear of house keeping not latching the door. No safe, no coffee maker. Kenny came up with all kinds of excuse and blamed her staff for being incompetent. Guest just want a safe and clean place to stay, so simple. It appears that housekeeping need to really step up and management need to monitor and check their work. Confronting your guest makes things hostile and awkward. Stop blaming your employees, as a manager, you're responsible for their performance. Do your job! It doesn't matter how nice or pleasant of a smile, it doesn't make up for dirty rooms and general feeling of yuck and lack of safety. Excuses and throwing you staff "under the bus" demonstrates poor leadership, as well doesn't resolve or make guest feel better about a dirty property