This was our third visit to the property, since it was convenient to our relatives’ homes. The last time we stayed there was about a year ago, and we had problems with a dirty comforter and a boiler that was supposed to be down for “a couple of hours” that ended up being down for a full weekend, meaning we had no hot water. We were assured that we would hear back from the management when we made a complaint to the front desk clerk, but we never did. But we were willing to give the place one more chance. We arrived about 9:00 pm to check in and we were pleasantly surprised to find we were upgraded to a 2-bedroom suite. We headed to the room, took out the keys... and neither of them worked. I went back to the front desk, we tried the new keys... nope, still wouldn’t work. We called the front desk, and the desk clerk came up immediately and was able to open the door, but advised us that the battery on the door lock was dying, so when we heard the lock try to open, we should try to open the door immediately to get it open. It was late and we were tired, so we figured we’d get to bed and deal with it in the morning. Not long after we unpacked, my wife and I were getting ready for bed when my daughter came in and told us she spotted mold in the other bedroom. I went to check it out, figuring that maybe it was really dirt or something, but I saw the black spots on the ceiling and had to agree. I asked my wife to have a look, and we brought in a towel to try and wipe off whatever it was; the dark spots wouldn’t wipe off, and my adult daughter said the spot felt “fuzzy”. We called the front desk and let them know; the clerk advised us the hotel was full, but would check to see if a room was available at a sister property nearby; he also recommended that we could stay in the room but close off the second bedroom, and have my daughters sleep in the living room. Since my other daughter has asthma, we decided to get dressed, get our bags, and head for the lobby. When we got to the desk, the clerk advised us that the sister property was also full, but he could call for a room at another hotel that would have had all four of us in one room with a bed and a fold out couch... for a higher rate than what we were already being charged for there. We decided to give up and head home; the clerk told us that he couldn’t cancel the reservation or check us out until morning, but that the manager would call us in the morning. I’ll give credit to Joseph the front desk clerk, who went above and beyond during our visit to try to resolve our problems. Unfortunately, he was pretty much left to deal with everything happening by himself. The mold we found and the problems with door lock seems to confirm that the problems we found with poor housekeeping and maintenance on our last visit weren’t a fluke. As nice and as convenient as the property is, we’ve decided that we won’t be staying here again unless there’s a change in management or a renovation of the hotel.
Excellent
108 Reviews