Patrick Wallington
Google
I am writing to formally express my deep dissatisfaction with my recent stay at your establishment. I had booked three rooms for my visit, and unfortunately, the experience was well below the expected standard of hospitality, cleanliness, and service. Aswell as a severe lack of housekeeping which seemed to skip over my rooms although I was under the impression I would recieve it in my initial price
From the outset, the overall condition of the property appeared neglected and poorly maintained. There was a significant lack of basic kitchen utensils such as spoons, spatulas, pots, and pans. Cleanliness throughout the rooms was severely lacking. Sheets and blankets were heavily stained, as were the couches and chairs. Mold growth was present in the bathrooms, particularly in the grout and silicone sealant. Furniture including lamps, desks, tables, and windows showed visible damage.
One of the more uncomfortable issues was the lack of a comforter on the twin beds, which created a large and unpleasant gap in the middle, making restful sleep nearly impossible. The rooms were not soundproof, resulting in significant noise disturbances from neighboring rooms and the outside environment.
There were also issues with amenities: one of the bathrooms had an empty body wash container which, after being reported, took nearly an hour and multiple calls to reception to replace. Air-conditioning and TV remotes were insufficiently provided—only one of each was available for two units per room. When I requested additional remotes, staff informed me that none were available, and their demeanor was less than courteous.
One room had a particularly alarming list of issues: a broken bedroom door, a leaking fridge that soaked the carpet, an apparent cockroach infestation, extensive mold growth, and a sofa bed with a strong and offensive odor of urine, rendering it unusable. There were also poorly repaired holes in the walls, a broken hood vent with sagging lights, blankets or throws. In addition, only one of the six TVs across the rooms was a smart TV, which did not connect to the hotel’s internet and required a mobile hotspot to function. The rest of the TVs were outdated and lacked modern functionality.
The most concerning discoveries included a men's T-shirt found behind the washer/dryer unit, suggesting the room had not been properly cleaned in some time, and a pamphlet for an adult entertainment venue located underneath the sofa bed—both highly inappropriate and unacceptable, especially in a family setting.
All of these issues were brought to the attention of your reception staff. Unfortunately, the staff were generally unhelpful and unfriendly, and little to no effort was made to address or resolve the concerns during my stay.
In conclusion, my experience was extremely disappointing. The property was not only poorly maintained and inadequately cleaned, but the service and responsiveness of staff left much to be desired. I hope this feedback is taken seriously and used to improve the quality and management of your accommodation.