I booked the room for my parents so they could get some sleep while taking a break from a long road trip. My parents checked in at 4am and had to check out at 11am. Everything was fine until housekeeping staff attempted to enter the room twice around 9 and 9:30am. The staff ignored the do not disturb sign on the door. Unfortunately my parents were unable to get their full rest. The manager was unavailable at the time of check out. After speaking on the phone, the manager wanted to offer a partial reimbursement. I felt a complete reimbursement was in order. His paraphrased response was "I don't have time for this right now, I'll give a complete refund just to be done with this" although a refund was given, the manager was very rude and unapologetic about the situation. Poor service.
Comment from Hotel Management
Nov 16, 2016 by General Manager, Hotel Management
Mr. Armada, I apologized to you, I refunded your money, even though your timeline for my house keepers knocking on the door is incorrect. My house keepers don't even get to their rooms until after 9:30 am, they have to get their paperwork and stock their carts prior to going to the rooms. The video shows my staff knocking on the door at 9:50 in error as he was one room off. We apologized for it. Your father understood and said he was fine with it. I didn't get upset with you until you got rude and demanding with me. If you are going to quote me, please get the quote correct. The conversation had been over, I tried to end the call, you were not having it, I ended the conversation, end of story.