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| - NICE HOTEL, not so great CUSTOMER SERVICE and need help with room Cleaning. We checked in about 6pm and surprisingly the line was not that long. When we got to our room was when the problems began. The rooms here (along with the hotel) are very nicely decorated. But upon further inspection we found hair in the tub of the 1st room. Quite a few pieces actually. We immediately called the front desk and told them of our issue and they said we could relocate to another room. Upon going to the floor of the next room, the hallway had a horrible order (the smell of garbage), I was praying the room did no smell the same. We entered the second room which looked the same, and upon inspection found hair in this tub (a lot more this time) and large pieces of food in the purple couch. We weren't to happy by this time. My husband called down stairs immediately and asked what was going on and explained this room was not cleaned and even in a worse condition. My husband explained that this was not a good experience (esp. us being Marriot members), and that having his pregnant wife relocate for a third time was not cool. The front desk explained they were sorry and said they would send someone up to clean the room and offer a one time credit. When the cleaning lady entered the room she was very sweet and apologized for the unclean room. She began to clean the tubs but I assume the front desk did not communicate that I was pregnant and the cleaning fumes became to much. Again, I am not putting this on the cleaning lady she was just doing her job-- but she clearly was not informed of the situation. She apologized over and over again, and we told her it was not her fault. The cleaning lady was also waiting for someone else to bring her a vacuum and something to clean the couch due the major amount of crumbs. We had to call downstairs again and inform them we could no longer stay in the room due to fumes. The said they would have to call us back. Call us back what?? We waited for a long period of time and the cleaning lady even had to notify them that we were waiting on them to call us back. The smell was so strong by this point I had to place a chair in the hall way. By the time they called us back he asked us what tower we would like to move to-- we said we wanted to stay in the same tower. When my husband got the room number of our new room the cleaning lady informed us that was in the next tower over, after we clearly stated we wanted to stay in our current tower. No one was sent us to help us with our bags and no other offer was given for our inconvenience. We tried to call back but no one would answer. On our way to the next tower we stopped by the front desk check in (which was now full of people trying to check in). I finally found a manager to speak with about the situation and she completely did not listen to our story. She said we would have the same view and same type of room. I explained to her that was not the point and this was horrible customer service. She said she was very sorry, and she would call to check on us in a few and see if there was anything else she could do. When we finally got to the third room, it seemed very musty! We were just over it by then and decided to go eat. When the manager did call back all she said was how is the room, and we informed her the same. She only said, "Ok great! have a great stay". And hung up. The Cosmo is nicely decorated but due to the cleanliness and horrible front desk and upper management service, we will not be back.
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