laureng339

Lauren G.

Contributor Level

Total Points
80

1 Review by Lauren

5/30/21

I stayed here for 2 nights while in town for business. Sadly, I was very disappointed & dissatisfied by the time I checked out.
When I initially checked in, it appeared as a standard 3 star, & had sort of an upscale motel type of feel. At a quick glance, it's seemingly acceptable considering it has a nice location. The 1st morning I woke to find not one, but two spiders near the window on the bed,& my luggage. The place is definitely due for some renovations. There's a lot of noticeably poor craftsmanship, & many things just look worn out (like furniture and decor, for example)& due for replacement or repair. That evening, there was a small roach in the bathroom. The wifi was essentially worthless. The alarm clock is also set to the wrong time(5 minutes EARLY), & can only be adjusted or fixed by hotel staff.
When I returned at the end of the night for my 2nd night, my key card opened the locked side door entrance. However, when I tried to get into my room, neither key would unlock my door. The young lady on the night shift, was terribly incompetent & wasn't even at the front desk when I walked up. Apparently, for some reason, their system had now listed my room as vacant with no guest or reservation. Literally 24 hours after I'd checked in. She said she was unable to fix or resolve it, & could not reset the keys I'd been given the night before, nor issue any new key cards to the room. Having worked at a hotel, I know is not true. She said she would have to personally walk me up to my room & useher key to let me in. When asked, she said if I had to get back in again, she'd have to do it. She insisted there was absolutely no one else to speak with or contact about this. She got an attitude & told me that "technically I was staying for free since no guest was listed in that room. Which is simply appalling. She continued the attitude asking if I wanted her to let me in my room.
When I tried to call the extension to request a wake up call, it wouldn't connect & gave a buddy signal. When I connected to guest services, she was blatantly agitated that I connected to guest services & not directly to guest services. In the end, she assured me she would have the wake up call request handled.
2nd morning, no call. When I pulled the sheets back & moved one of the pillows, there were ants crawling around. On the bed. Right where I'd just slept. I took video of it, as I was mortified. When I called down to request a luggage cart be brought up to my room so I could check out, I was simply appalled by the "customer service". The girl who answered made it clear that it was an incredible inconvenience. When I told her of the key, the bugs in my bed,& no wake up call... She showed literally no interest or concern, sounding agitated. No apologies or anything. She says how she can't do it as she can not leave the desk. A mere 7 hours earlier when I needed help the young lady was not at the front desk. Bit of a contradiction there. And that housekeeping is busy cleaning rooms. Now I'm understandably upset & remind her that she or someone will have to come up to let me back in if I came down right now myself. Do you see how asinine it is to "not have anyone available to bring up a cart" to a customer who's knowingly had several issues? She said she'd call housekeeping & call me back. 25 minutes pass with no call and no cart. When I called down again, she had no interest in resolving this absurd situation. The "manager who was involved now" was, of course, unable to speak to me at the moment. Ultimately they finally had one sent up. I finally got a luggage cart just over an hour after I called down the 1st time to request it!
It was incredibly disappointing, as I typically quite enjoy staying at Hampton Inns, & most any of the Hilton hotel group. It's unfortunate for the hotel, because I travel frequently for business. I, & many of my colleagues prefer to stay in the same establishment on return trips. It gives you that home away from feeling.
Between awful customer service, the entire nonsensical key issue, need for updates repairs, AND THE BUGS... I don't know how I could rate this hotel more than 1 star, even despite the great location.

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