2/10 Terrible
Tamela
Travelled with group
20 Jun 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We booked a room with two queen beds five months ago. When we arrived the front desk person, Yeraldine, acknowledged that we had booked a room with 2 queen beds. But when we got to our room, it had 1 king bed and a pull out sofa. When I called back to the front desk, I was told "there was a glitch in your reservation and there is nothing I can do about it." As we moved around in the room we saw a lid and straw on the floor beside the bed left from a previous guest. There was a food wrapper under the bed. The sheets on the bed were dirty and the pull out sofa was filthy. We decided to leave and find a clean room elsewhere (at 11:59pm). We were told that we could not get a refund because we booked through Expedia. They put a $100 hold for incidentals on my card and I could not even get a receipt for that charge. I am very upset with the whole situation from the incompetent, rude front desk agent with absolutely zero customer service skills to the nasty, disgusting room that we were put in. If they were aware of the room situation before we arrived, they should have called and given us the opportunity to decide if my friend and I would mind sleeping in the same bed together. Again we booked the room 5 months ago and evidently the 2 queens were available then. I should not have to pay for their mistake/miscalculation of their room inventory. At this point I was lied to and my money was taken. I deserve a full refund. But was told by Yeraldine that would not happen.
Tamela
Stayed 1 night in Jun 2024