Posted Nov 4, 2016
The room was not ready that was reserved for us upon our arrival at 6pm and no staff were available to clean. Had to wait 15 minutes to determine if another room would be available. We were given another room, dropped our stuff off and left for a friend's house. We came back around 10:15. My daughter needed to get in bed. However, the sofa bed would not pull out, as the tracking was broken. I called the front desk. The clerk came upstairs and tried to get the sofa bed to work. He was polite and apologetic for everything, but he shouldn't have had to apologize for everything. None of this should have happened. There was dirt spilled all over the elevator floor. The clerk tried to kick the dirt to spread it around and make it look "cleaner" and apologized that housekeeping was now gone for the day and couldn't be there to clean that up. The room was supposed to have slept 4 people, but no linens were provided for the sofa bed. We had to wait another 15 minutes for yet another room to become available and had to pack up our stuff to move to another room. Also, only 2 sets of towels were available for a room for 4. No coffee makers are in the rooms, and only provided 1 small bottle of courtesy shampoo. The overall experience was very poor. I asked for compensation and was denied. Expedia should not recommend this hotel at all. I wish I could be reimbursed for this stay.
Comment from Hotel Management
Nov 10, 2016 by Manager, Hotel Management
Thank you for providing us with details about your stay. The situation and the condition of the room you described is unacceptable, and I sincerely apologize for your experience. To uphold our company's high standards, we will re-train and coach the new team in cleanliness and customer service moving forward. I am grateful for the feedback you provided so we are able to continually improve our hotel. We hope that you will give us the opportunity to provide you with a better experience the next time you're in the area.