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| - I love the Cal with everything I've got. I've been staying here at least once (and usually twice) a year since I turned 21, and we've even made it a family tradition to meet here for Thanksgiving. I'm a Hawaii girl, and this is the closest I can get to home without flying all that way.
It breaks my heart to have to give this two stars, but I don't have any other choice. We checked in today only to find our thermostat broken. It would only blow cold air. Even after it reached its set temperature, it continued to blow cold air rather than turning off. Even if you had it at the hottest setting and the room was frigid, it would only blow cold air.
We called the front desk who said they'd send up an engineer. 45 minutes later, the engineer came up (I have to note here that he was the nicest, most polite guy) and said there was no quick fix (he'd have to cut a hole in the ceiling), so we could either have only cold air or only hot air blowing. We asked the front desk to be transferred to another room and were told that they only had smoking rooms available. On both calls, we spoke with the same person (didn't catch her name), and she wasn't apologetic. She even seemed annoyed that we were bothering her.
We decided to go down there and speak with the front desk face to face thinking they might be nicer to us if they had to look at us. We were told again that there were no other rooms available. We asked again--surely there was SOMETHING else they could do. Surely our only option wasn't to be uncomfortable for the whole weekend, to be hot or cold or surrounded by cigarette smell. The girl we spoke to, Christina, was very sweet but had just started and didn't seem to know what she could do. She wasn't the person we spoke with on the phone. She enlisted the help of two other employees (neither of whom spoke to us or even made eye contact as they came over to assist) and although they said again (count them, this is the third time) that they could only give us a smoking room, they were magically able to produce a non-smoking room with a working AC unit on the fourth look in the system. (And they only took this fourth look after we asked if we could stay in a room in another of their properties in the area.)
Throughout this ordeal, ONLY ONE person (the engineer) apologized for the inconvenience. Seriously? Guys, you're in the service industry. This didn't need to be a big deal. Your poor handling of the situation made it a big deal.
I feel so let down.
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