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  • HORRIBLE SERVICE! I never leave a review, but I thought I'd share my frustrations. My boyfriend and I arrived around 11 pm, exhausted from our drive from California. First guy that checked us in was really nice, but our keys didn't work. We were lucky enough to be let in by a friendly vagrant who jimmied the gate lock to welcome us in, only to find that the door locks to the room didn't work either. We had to reload everything back into the car and drive back around to grab new keys. When we got to the room, there weren't any bath towels! The hot and cold shower handles were switched, so my boyfriend was scalded with hot water. And the room reeked of cigarettes, although it was a nonsmoking facility. None of this stuff was really any huge deal, but it was just a big inconvenience when we were exhausted from driving all day. My boyfriend went up to the front to check out and see if the hotel was able to do anything about the inconveniences. Shaunie, the front desk agent whom he spoke to, immediately began telling him she can't comp us a stay. We weren't even asking for that! Every time he tried to explain what happened, she immediately replied that she's not going to comp him a room. She didn't even listen to what he had to say and had already made up her mind that she's going to argue with whatever he says. Shaunie was very argumentative and unwelcoming, as if she had to defend the front desk against customer requests. I went back to talk to her to see what happened, and she immediately accused my boyfriend of asking for a comped night when he didn't. When I asked for her name, she told me she wrote notes in my account about her their interaction, which are probably very biased in her favor. We've both worked in customer service for years, and I've worked at a 5 star hotel as well. We both understand that sometimes customers can be difficult, and sometimes there's nothing you can really do to accommodate them. But attitude is everything. I know it's not a 5 star hotel, but that doesn't give anyone the right to be rude and condescending towards the paying guests. It was a very unpleasant experience, and I find it odd that the homeless population is much more welcoming and capable of hotel access than the service desk.
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