Room reservation was not kept.
Posted Jan 4, 2017
I had two rooms reserved. When I arrived at the hotel, there were no rooms available for the "Signature Room" which I paid extra money for. They gave me the substandard room and $60 credit for one room, and they were able to give me a Signature Room for the second room. I reluctantly agreed to the accommodation. I wouldn't have paid extra for a nicer room if I did not mind to the regular room at the first place. When I got to the room, Signature Room, I've noticed bugs and flies all over the ceiling. I called the front desk and this time, they gave me $100.00 credit (different amount ?) and moved me to another substandard room. With my family together, I did not want to make big deal out of it.
Last day of the staying at the hotel, around 4 am, I heard a loud plumbing sound coming from the bathroom. I ignored it and kept sleeping. In the morning, my wife almost passed out when she found out the bath tub was full of toilet waste and smelled terrible. Apparently all the waste water were back flowed to the Bath Tub in my room. This was major health risk. My wife and daughter yelled, and I could not stay in the room any more. I check out 7 am. I talked to the front desk, and their reaction was that this is very common thing to happen. The manager handled it by just giving me another credit.. I asked for the full refund and they refused becaused I stayed at the room. I feel like I have been treated as a guest in a third country run down motel.
Comment from Hotel Management
Jan 13, 2017 by JW, Hotel Management
Dear Guest, We are truly sorry to learn of the challenges you experienced, please accept our sincere apology. thank you for your feedback as all feedbacks enable us to enhance other guest experience.