Where to begin. My company held a convention in the area and booked a block of rooms for our guests. We brought in over 60 rooms per night. The rooms were horrible. Pee on the bottom of the toilet when I arrived. After housekeeping came in twice, it was still there. Shampoo and Conditioners open, dust on vents, blood on sheets, general conditions not great at all. Everything was dirty. One of my guests had bed bug bites. Here are some photos you can see for yourself. https://resa-canada.org/hotel-novotel/
One of the hotel's guests there on his own was drunk and harassing myself and my staff. Security was called, they allowed him to stay. He then harassed again stating he wanted to take me to his room, then called me names. The hotel again let him stay. When I returned home after our event and I could deal with it, I brought it to the hotels management who responded favorably. We discussed outcomes and at first they were very responsible and they suggested a 20% refund to my guests to filed a complaint. They did and the GM only offered to upgrade them on a future visit. They broke their word. I get that "things" happen, however how you handle those things shows your character. You be the judge.