After we checked in we saw the room and decided to call the reservation number to see about canceling the room. The first lady who answered for reservations said that she needed to transfer me to guest relations to cancel the room since we checked in already. 30 minutes later I got a hold of someone and she told me all I needed to do was go to the front desk. Guest relations could've told me the same thing and saved us all some time and extra calls.
At the front desk I had the wonderful experience of talking to Connie who somehow is a Manager. Once I let her know that we wanted to cancel the room because of the condition she got an attitude and acted as if we committed some heinous crime. Then she said she needed to check the room first before any refunds would be processed. Upon her return she spoke to the other employee and said "the room was completely used but I guess I'll give them a refund". All we did was use the bathroom and wash our hands during the 30 minute wait on the phone. I'm assuming since we waited so long she thought we would go through the this whole process to just use the bathroom and make a scene which is he exact opposite.
I was actually going to stay so we didn't have to deal with it by my girlfriend didn't feel comfortable sleeping on a bed that had dirty sheets (cigarette holes) and pillows. Connie then printed out papers for us to sign and then handed them to the other employee who then handed it to us. She never once looked us in the face and or talked to us. I work in customer service and this is definitely not characteristics of a manager is you ask me. Once the papers were signed she again told the other employee that everything was done and as you can tell the information was relayed to us as if we were playing telephone. I told her thanks for her help and that I hope she has a great day but that fell on deaf ears.
We left, got in the car, and then Connie came running out because she forgot to have us sign a paper. Signed the paper and then she didn't say anything at all. Again, I said thank you and have a great day. I normally don't write reviews, let alone bad ones, but after this lovely experience with Connie that was the only alternative instead of giving her a piece of my mind. I don't want her to lose her job but continued training would do wonders. Maybe I was wrong and she had a bad day but as a customer I don't think I was wrong, especially if I went out of my way to make sure the room was the same was it was when we arrived.