great if you want to get a FLAT TIRE and pay extra
Posted Mar 21, 2017
I was not warned hotel was under renovation. When I pulled into the office parking lot it was under renovation, work trucks everywhere, furniture outside, construction going on, I went into the office, no one was there, called the reservation line to find out where the staff was on hold for 10 mins, finally someone picked up by the name Celeste, explained they moved offices and drive over to the lot.
Went over checked in, I explained I was very concerned about getting a flat tire as I noticed an open toolbox with nails. I was given reassurance.
luggage was broken, maintenance man seen my luggage fall off the cart, did not offer to help, was busy sitting there smoking cigarettes.
Upon going up the elevator, my room was right outside the elevator, a housekeeper was sitting in the walkway smoking a cigarette near the stairway, she left her cleaning cart blocking my room door. This is still while i have a broken luggage cart (only cart there)
The room had a great view, no complaints about the room itself. nice charm.
upon checkout, I had a nice BIG BOLT in my tire, which I got from this parking lot. I explained to Celeste I was concerned it was going to happen, I wanted them to cover the cost, I received the classic line, the manager is out, and will have to call you back, which NEVER happened. Celeste did call a couple tire shops, cost me over $140 extra to replace the tire (have proof of pics and receipt) I called them, LOST THREE HOURS ON MY TRIP at a tire store.
Comment from Hotel Management
Mar 23, 2017 by GM, Hotel Management
Dear Valued Guest,
We appreciate you taking the time to share feedback about your stay with us. Our team believes in making each guest's stay an enjoyable one, and we're deeply concerned to hear about your negative experience with us. Our goal is to provide you with excellent communication and service, so it greatly distresses us to hear your experience with miscommunication regarding our renovations, 10-minute phone holds, staff members smoking, blocking entrance to your room, and not being helpful when you were clearly in need of assistance with your luggage. Your concerns about damage to your tires when driving in a construction area are valid, and we apologize that you had to spend valuable vacation time waiting on unreturned phone calls and tire repairs. It does please us to know that you were able to find respite in your charming accommodations, and enjoyed the lovely view. However, we understand this does not make up for all the inconveniences you experienced.
We value your constructive feedback and hope to have a future opportunity to provide you with the enjoyable stay you deserve.