Very dirty room, great service
Posted Aug 30, 2016 on Hotels
I was traveling with my adult daughter to attend a family get-together.
The staff was very friendly and helpful. The room was very bad. It was supposedly a non-smoking room but there was a distinct smell of smoke, so someone had been smoking in the room. We considered requesting a different room, but decided to try to stick it out.
I was very tired so I immediately went to bed without even looking around. My daughter went outside for about an hour talking to her husband. When she came back in I was awake and the smoke smell was really bothering me. She asked if I had noticed how dirty the room was, and since I was very tired I hadn’t. The sink was completely full of dishes, there was a skillet on the stove with about ½” of oil and the waste basket was completely full.
In addition, the bathroom was very dirty with hairs on the tub and sink. Close examination of the bed indicated that the sheets probably hadn’t been changed.
So we asked them to give us a different room. After about 15 minutes they said that there were no other rooms available, and that they could send someone to clean or give us a refund. We were tired, so we opted for a refund. We considered going somewhere else, but it was late, so we stayed.
Hopefully this was an abnormality and not reflective of how the hotel normally is.
The refund was processed quickly and everyone we dealt with was very polite and helpful. Hotels.com was great to deal with.
Comment from Hotel Management
Sep 6, 2016 by General Manager, Hotel Management
We sincerely apologise for this problem, there was a mix up and the room was a checkout but when the housekeeper went to the room the guest was still there, so they they thought they were staying over because it was late in the afternoon.
They did not tell the front desk or this would not have happened because the guest knew they were supposed to leave.
We are so sorry that you had to deal with this, please understand that this is not normal and does not happen all the time.