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| - My family and I stayed here for four nights and five days. Overall it was a pretty good stay. We stayed in a suite which was a decent size. On the second night (Friday evening) my husband noticed plastic and water were falling from the ceiling onto the floor. I will attach photos. He used a garbage can to catch most of it. He called me to tell me what was going on then called the front desk to alert them about what was going on. I was in the lobby and went over to the desk and told Cierra and Marlon what was going on. Marlon immediately said this was a health and safety hazard and we would need to move rooms the next day. Ugg. They assured us that though no engineer was on site that night one would contact us the next day to take a look at it.
They next day as we were getting ready to join family for a tour we realized no one from the front desk called us. This was around 12pm noon. Plenty of time to receive a call. I called and spoke to Michael. He said no one alerted him about what was going on. What? The night before we were told it was a hazard to stay in our room now this!
This was disturbing since we had a leak and debris on the ceiling and the floor. Michael said he'd be sending an engineer to our room. ***Our whole family was going on a tour and we had to stay behind to deal with a ceiling leak issue. We were highly inconvenienced!
The engineer showed up and immediately said,"Whoa! You will need to move rooms." We couldn't understand why the night staff didn't communicate to the morning staff our issue if then it was so urgent that we move rooms right away. So, I had to call Michael again (I felt like I was bugging him because of all the calls) to tell him what was going on so we could find out what would be the next move. The engineer said they needed to bring in fans to dry out the wall. Then...get this. He said the ceiling was probably going to fall in. What?! And we stayed in that room overnight with it being in that condition??? Oh my.
Michael called back to tell us the new room number and that we'd need to pack up and move rooms in the middle of our family reunion, missing one of our family activities. We missed the whole event because we had to stay and pack up everything and move it to another room on a different floor. What was concerning was that our daughters and grandson were staying 3 rooms away so they could use our refrigerator and microwave could not move with us. Michael said there were no rooms of their type on the new floor that we were moving to. They did at least move a refrigerator in their room, but we were separated from them. We appreciated the refrigerator for them.
The next day, in the new room, we came back and our room hadn't been cleaned. Ugg. Instead of taking a nap, we had to wait for housekeeping to show up and clean our room. Inconvenienced again! Why wasn't our room cleaned? Who knows? Our dirty sheets and towels were still outside of our room the next day. Why??? This does not look good at all.
We had two hard to sleep nights in the new room we were moved to because the air conditioning unit in the bedroom was very loud. Someone needs to check that out. Someone needs to go and listen to it. I don't know how people can sleep through that noise. The air blower or whatever that was in the bathroom was loud as well. We had to keep the bathroom door closed all the time. It never cut off so that was a concern.
The hotel presents well and is close to the freeway. However, it appears that there are multiple building issues that need to be addressed verses patrons having to notify the front desk of leak issues. Having only one engineer for a building of that size was baffling. It seems that someone should be available 24 hours or at least 'on call' during the night.
By the time we left we were glad to go home.
We needed a seamless interact and accommodation from the hotel. I felt that's what we were paying for. I understand things happen, but when you want your patrons to visit again, you accommodate them accordingly.
No one apologized or checked in on us to see how the new room was or anything. That concerned us. I thought the general manager or asst. general manager would have checked in on us. No one ever did. That bothers me.
The extent of our customer service was the building engineer coming up to our room as we were packing and offered us two 'small bites' coupons for appetizers at the bar. I will choose to be grateful.
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The bar area...
I met Steven almost every night in the lounge area. He was friendly, funny and personable. He has just the right personality to do what he does. Be sure to tell him I said 'thank you'. He helped make all of this inconvenience somewhat easier to bare.
That taco bowl appetizer was the best! It was super yummy! I had it twice!
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