VERY BAD EXPERIENCE
Posted Dec 12, 2016
We called 2 days early to see if we could check in at noon - they said yes, when we came there they refused to check us in early as agreed. I even talked with the manager, Angel was very rude. When we got to the hotel after our game (11:30pm) the put us in a room with exposed wiring where there should have been a thermostat, had to change rooms. 8am hot steam pipes burst a few rooms down and we had to evacuate. After a day at the WWI museum we came back for a movie- we couldn't rent because we weren't "checked in". Staff could not get TV to work and then the toilet started leaking, changed rooms again. Ordered our movie in the 3rd room in 2 nights and it stopped in the middle of it- again front desk could not help, sent up engineers and we had to re-work the tv. Still got charged for the movie. Gave the front desk my cell so I could speak to manager about our lousy experience - 2 days later still not call. We were in the East wing (the bad part of the hotel) and there are no directions to the lobby and it is a very strange set up- we were on floor 3 of the hotel but had to go up to level 4 to be at the lobby, but no directions telling you this. The trim in our 2nd room was not up around the windows so there was a huge draft. All in all, we will NEVER stay here again, very disappointed with management and the conditions of the rooms.
Comment from Hotel Management
Dec 25, 2016 by Chelsea, Hotel Management
Thank you for the review. We appreciate your feedback and are sorry for the condition of your room. Please accept my apologies for the problems that you experienced during your stay. I will personally look into the issues you pointed out. I apologize for any rude behavior from staff, that was out of character. We will take your comments under consideration as we work with the appropriate team members to improve our overall guest experience. Again I apologize for the issues. The hotel is getting renovated in the near future. We hope you give us another chance so you can experience it.