Caution: Quality Not as Advertised
Posted Aug 20, 2016 on Hotels
I booked this room based on the pictures on Hotel.com. The price is comparable to others I stayed ($75 total). When I arrived, the area had a pungent smell in the air like septic, but I chucked it up to bad weather. The hotel is located next to a restaurant and in a busy area, with Walmart and Tinseltown nearby.
Check in was quick. The staff is friendly. The non-smoking room I was given was right behind the swimming pool where many people smoked. The room was a good size with laminate flooring that felt a bit sticky. The bed, however, was very itchy. I left the room for dinner thinking maybe I was being sensitive, but I didn't feel any itchiness until I was back into the room again.
I requested a change of room, and they accommodated while telling me what they had to do with the other room thinking it might be bed bugs. They also said they have regular pest control service and that they would have to change all the sheets and bedding.
The second room was better without itchiness and had carpet, but the running water had a shade of light brown color and it smells. The carpet has holes and the door had what looked like glue over a long split as if it was cracked at some point.
I will not stay here again. The quality of the room does not measure up to the quality of the photos shown - I wish I had taken pictures. Now I just want to go home and take a good shower with clean water.
Comment from Hotel Management
Aug 26, 2016 by General Manager, Hotel Management
Thank you for taking the time to share your experience with us. I am sorry to hear that you did not have a super stay. First, I would like to take this opportunity to confirm that we do have pest control regularly service our property. We take every guests' reports very serious. If someone reports that there may be anything in the room, we immediately shut it down and have Ecolab do an investigation and treat it if necessary. I am happy to announce that we do not have an infestation of any kind on our property.
Secondly, I would like to address the concerns you expressed about the odor and water. There is a very large paper mill in our city. Sometimes when the wind catches it just right, you can smell it all over town. I believe that is what the smell in the air was when you arrived. As for the water, our city assures us that it does meet all federal and state requirements and is safe to drink. We understand that anyone who is not familiar with this area would not find find the color of the water appealing, therefore, we like to keep complimentary bottled water along with a copy of the city's annual water report at the front desk for all of our guests.
Last, but not least, I sincerely apologize for the conditions in which you found the floors and the door. We take great pride in our high standards of cleanliness. Unfortunately, you experienced a time when we did not meet those standards. I will pass your comments along to my staff. We will review our procedures and make the appropriate changes to keep this from being an issue in the future. We appreciate you letting us know.
I fully understand your frustration and truly hope that you will give us another chance if you are ever in the area again.