Horrible Experience. Stay Away. - Reserved an Executive Room with a King size bed and when we arrived there were two queen sized beds, cigarette ash on the tables, stains on the sheets and the entire room smelled awful .
The staff were not helpful. They were having their private party in the lobby celebrating the new year. I told them that the room was filthy and described that there had been a mistake with the room configuration and I was rudely told that they're booked. To take the room or leave it.
I left it. They still charged for a full night stay even though I was there for less than two minutes staring at the disgusting hell hole they called the "Executive Room"
At the desk they had told me that they would not charge me for the stay yet this morning they charged me $168.
I had to find a more decent hotel twenty miles away because all nearby hotels were booked up. Missed Dinner reservations, missed two important events planned for that night.
Pretty much ruined my entire New Year's Celebration.
Comment from Hotel Management
Jan 5, 2017 by Eliza R., Hotel Management
Thank you for your feedback. Since you had a poor experience, I decided to investigate this issue a bit further and noticed that you originally booked the room through a third party on New Years Eve with a Double Double Executive room (which you may have noticed on your email confirmation from the third party) which is 2 full sized beds with either a patio or balcony feature since we were sold out of King rooms. However, there was a request noted into your reservation added from the third party that your preference was for a king bed. Although, we would love to honor all requests, we cannot guarantee any requests as it is based on availabilty, and we were sold out of king rooms. If we had the availabilty we would have honored your request and moved you to a king room with no issue. For this reason, my front desk team had notified me if they could issue a full refund back to you and of course I agreed with them and they followed through as so with the third party payment process. After your departure the same night, I happened to be there when you called back about the refund process and my front desk associate had given you instruction on how to call the third party to notify them that they must issue you a full refund since our hotel approved on this matter and you paid directly through them and not us. If you still have not received your full refund, please contact the third party again and notify them they must release a full credit immediately. However, I apologize for your experience overall and have notified our housekeeping team on the cleanliness of the room. If you have any further questions or concerns, please contact us directly. Thank you!
Front Office Manager