ashleynaless
Google
This may be the worst hotel I’ve stayed at in terms of cleanliness and how the hotel responded to our complaint. We arrived late on Thursday night, so there was no one at the front desk at that time. We were in room 54, which does not have elevator access and was not ideal for my mother who uses a cane. We didn’t raise this ahead of time though, but the website also stated that “elevator/lift is available” so I didn’t think it needed to be raised.|When I went into the bathroom, I was shocked at the clearly visible mold in multiple areas of the bathroom. I get it, it’s an older building and mold is natural, but the amount of it and how apparent it was was shocking. Given the amount we paid for the room, we decided to raise it the next morning when the staff were at the front desk.|When I approached the woman at the front desk (Andrea), I asked if there were any other rooms available, to which she quickly responded no and then asked what the problem was. I said that there was visible mold in multiple areas of the room, and since there were no rooms to switch to, I asked if it was possible that get a reduced rate given this was not up to 4 star standard or price. She said the best she could do was free breakfast. I said no, as we had an early train to catch the next morning and would not be there for breakfast. She then checked the computer, and not one, but two rooms magically became available. I asked why she had said no originally, to which she replied she was looking at the wrong column before. However, she had said no to me originally before even looking at the computer. She also seemed surprised by me telling her there was mold in room 54 - which I found hard to believe given I had easily found Google review from two years earlier about mold in the same exact room, so clearly this is a problem.|At that point, we were done and just wanted to spend as little time in the hotel as possible, so we left but needed to pick something up a few hours later. We had put the do not disturb sign on the door, but when we opened it, it was clear they had entered the room. A super strong smell of bleach filled the room and when we walked into the bathroom, all the mold had been cleaned up. This was interesting, because I hadn’t told them where the mold was exactly in the bathroom, and even the smaller spots above the shower had been cleaned.|I’ve never experienced something like this - to have our concern completely dismissed by the hotel staff, and then for them to rush into the room and clean up the evidence because they did recognize it was a problem. Sorry but a free breakfast and small bottle of champagne does not fix this issue - you need mold remediation and to stop putting guests in this room until this issue is fixed.