When I first checked into the room it smelt moldy but I thought it may have just needed some air circulating so I turned on the air and then left for the night. We rented the hotel because we had come for a party so we all had rooms and didn't come back in until around 430. Once I got back into the room I went straight to sleep and I had set a alarm to wake up at 7 for the free breakfast. When I got up to iron my clothes I opened the closet and the moldy smell was so strong so I looked up and there was black mold everywhere at the top of the closet. I went downstairs and I told the lady that was not OK...I slept in there and I know thats not safe. She said she would send up a maintenance guy to check it out but she showed no concern (her name was Linda). So I went and packed up all my things and took it to my sisters room and come to find out she had switched rooms because her room was full of mold as well. Once it was time to check out I asked to speak to a manager ans Linda told me that I couldn't becauae its Sunday and he's busy and that she left him a note and he would call me. I asked for a number to call him and she gave me a card and it was just the number to the hotel. I waited a week for a call that never came, I called customer support and they filed a formal complaint and said to give the GM 3 days to call me...he never did. I called them back and all they offered me was $40 or 5000 points...smh. 3 weeks later im still waiting on some form or proper resolution.
Comment from Hotel Management
Dec 7, 2016 by Brandi Saadeh, AGM, Hotel Management
First and foremost, I would like to wholeheartedly apologize for your experience at our hotel. Your feedback is greatly appreciated and we have discussed the incidents that transpired during your stay with our housekeeping staff. The incident was handled immediately after you voiced your concern, as our maintenance staff was sent to your room right away. Even though this is unfavorable, we’ve managed to use your experience as training to prevent occurrences such as yours in the future. Above all, customer satisfaction is our top priority and we sincerely apologize for failing to meet your expectations. I understand that Choice had compensated you with 5000 Choice Hotel Points, in addition to our hotel refund.
Brandi Saadeh, AGM