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| - I wish I could give negative stars for this hotel... Absolutely worst customer service for a hotel EVER! With the winter storm hitting the east coast, our flight delayed, and since we knew we were going to get in late, we contacted the hotel to inform them and asked if the shuttle would still come pick us up. Marie answered the phone and reassured us that they would absolutely send the shuttle out to pick us up from the airport, just to call when we land. We landed a few minutes past midnight, and we contacted the hotel again asking if the shuttle could pick us up. This time, however, we were told quite rudely by Leslie the shuttle stops running at midnight and if we wanted to get to the hotel, we would have to take a cab... Why the policy/story/rules changed so quickly, I'm not sure, but I hope the manager, Bill, is reading this so you can appropriately train your staff members as to not give customers misleading information.
We arrive and go to the front desk to check in and we're "greeted" by Leslie with a rude attitude as if we were inconveniencing her as now she had to check us in... Imagine that -- As a front desk staff member at a hotel, you actually have to check people into their rooms!!! Preposterous! We gave her our reservation numbers (note the "s" indicating that we were to have more than one room), and very matter-of-factly she states that there is only one reservation and proceeded to check us in. Our group discussed among ourselves what we should do -- if we should get a last-minute room where they rape you on the prices, or if we should just all share the one room, and we decided to all share one room. Well, Leslie checks us into a master bedroom suite and proceeds to tell us our amenities. I asked her how she proposes 3 people sleep in one bed... to which she just shrugged her shoulders. I asked if she had another room available as my original reservations had 2 double beds, and with an attitude and annoyance, huffing and puffing, she states she can put us in a room with double beds. We accepted the room, thanked her and went to our room.
When we walked in, the room looked like it was in mid-contruction. The carpet was pulled off the ground, the wall was newly patched with drywall and painted two different colors, the bathroom looked like someone tinkled all over the floor and it hadn't been cleaned in months, and there was literally an inch of dust on the furniture, which was extremely outdated. (I took a few pics so there's no he-said, she-said). This was the last straw... We went downstairs to ask if there were any other rooms available. Leslie was once again annoyed with our presence and began giving us pricing for a room and stated we would have to get another room (again, the logic behind this -- there is none).
Well we kept the room with two double beds, and decided we would make the best of it as it was a one-night stay... Worst hotel experience I've ever had! Not to mention, in the morning we asked to speak with the hotel manager, Bill, and informed him of the terrible customer service and unacceptable room conditions, to which he just nodded and apologized. He stated he would issue us a refund as the room that Leslie gave us required repairs and was not even supposed to have been occupied at all... Unbelievable! I'm still waiting for my refund on this stay... and I will make sure I will NEVER stay here again. Hard to believe they're in the same chain of hotels where I've had amazing experiences. Poor management and extremely poor customer service!
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