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| - Never again will we stay here. The hotel has become very run down, the clientele trashy, and not to mention couldn't sleep an ounce with the base vibrating in our room from the club next door at the Cosmopoliton, as well as being woken up at 3 a.m. by drunk people pounding on the doors, and a guy who tried to break into our room. The cabinets in the bedroom and bathroom are chipped, we found a blob of hair in our bed, and the carpet is pretty shabby. When we complained to the manager she said there was nothing she could do except bring us ear plugs and give us a food/beverage comp, or give us a smoking room, except that I'm highly sensitive to smoke. We're on a conference here and this is a total nightmare. Most hotels would upgrade you, but this hotel's service proved to be just as good of quality as the rooms.
The horrible experience didn't end there. The next day we were awoken at 5 a.m. by a drunken party next door, and banging on our wall. At 10 a.m. we were woken up by pounding on our door. When I opened the door, a drunk guy was claiming we were in his room, and proceeded to push his way in. My husband and I had to hold the door with all of our strength to keep him from coming in. I was shaking and distraught from having to fight a break-in first thing in the morning. We called security and they never followed-up with us.
When we mentioned our experiences to the front desk agent upon check-out, we asked to speak to a manager, who refused to come out and speak to us, until we finally demanded it. Manuel, a supervisor came out and had zero sympathy for what we dealt with, not just this morning with our intruder, but throughout our whole stay. He said he was not responsible for what happens here, which is completely unprofessional. The hotel is absolutely responsible for everything that takes place on its property. Who knows what would have happened if we were not able to push the guy out of our room, and he offered no apology or acknowledgment for anything.
Finally after I demanded, we received partial resort fee credit, but it did not compensate for all that we went through, especially with the attitude that he gave us. The management here is clearly untrained to deal with customer service issues. It doesn't take a lot to keep guests satisfied, and we left feeling angry, violated, and unheard.
Don't come here if you value your safety, money, or sleep. I could see this kind of service in a lower-priced hotel, but what you get for what you pay is ridiculous. This is the first and last time we come here.
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