whitneyv580
Google
I WISH I COULD RATE THIS ZERO STARS!!!!|| ||Our stay was very unsanitary, uncomfortable, and a complete disappointment . ||||After checking into this establishment on Friday around 6:30 pm, my husband and I took our luggage to our room, changed clothes, and left for dinner. We were out for a couple of hours and returned around 10:30pm. Upon returning to the establishment and getting ready for bed, we pulled the sheets back and discovered what appeared to be food crumbs and multiple black hairs in between the sheets. We removed the blanket completely off of the bed and we discovered a large brown stain that was visible on the side of the blanket, that was facing toward the bed, close to the foot of the bed it was absolutely disgusting! (I have attached photos.) ||||We repeatedly attempted to contact the front desk by phone and in person, however we were unsuccessful. Being that it was after 11:00pm, we assumed there was no one working in the office or anyone to get in contact with. Due to the apparent lack of staff availability, we went down the road to Target to purchase our own blanket and pillows. ||||First thing in the morning on Saturday, we reported the issue to the front desk employee, who assured us that he would document the problem and notify housekeeping to replace the sheets and blankets. We told him that we would be out most of the day and would be returning late. He stated that he would inspect make sure new linen would be put on the bed. We told him that we were very upset and no guest should be expected to sleep on dirty sheets or a dirty bed. ||||Upon, arriving back to the establishment at approximately 9:15 pm on Saturday, we saw the bed was made. Immediately upon moving the pillows, we discovered that housekeeping had merely remade the bed with the same soiled sheets and blankets. There were still very visible crumbs, hair, and the large brown stains indicating a systemic failure to communicate and follow up. We were very unhappy that this was our experience during our stay.||||We eventually managed to contact a staff member, who acknowledged the issue and immediately responded to our room to inspect the bed. She took photos and told us that she would contact her manager to make him aware of the situation and we should contact him via email as well. She stated that she was unsure of how long it would take for us to hear something back as "he is very hard to get ahold of" and "he only shows up when he feels like it. She also stated that "he is rarely onsite" and "he usually leaves them there alone". She provided us with clean linens and explained that the initial complaint had been noted, but not escalated to housekeeping, resulting in the failure to replace the dirty linens. ||||The housekeeping staff's failure to notice and address the issue prior to our check-in is inexcusable and warrants prompt correction. The lack of attention to detail upon room inspection and commitment to cleanliness is appalling. ||||Furthermore, she offered a 10% refund for the "inconvenience" we experienced during our stay, which we deem entirely unacceptable!||||***UPDATE***||The "manager" NATE, responded to my email mid-Sunday afternoon, a few hours after checking out, via phone call. Immediately, he inquired about my expectations regarding the situation, given that we had already received a 10% refund. As I began to explain the situation to him, he interrupted me, stating that he had already read my email and did not require further explanation.||||He asserted that the claims made in my email were entirely inaccurate and that he had personally inspected every aspect of the bed and room after housekeeping completed the cleaning and prior to our check-in on Friday.||||He stated that upon his inspection there were no crumbs or hair on the sheets and no visible stains on the blanket. I asked him how he could have inspected every inch of the linens if the housekeeper had already made the bed, pointing out that the only possible way to have seen these would be if he had pulled the sheets and blankets completely off the bed. ||||He stated that he had spoken with the housekeeper who had "changed the linens" on Saturday and that the housekeeper had informed him that the stain was "wet and fresh". He then informed me that we were responsible for "damaging the property" by creating the stain on the blanket and proceeded to accuse me of being dishonest. ||||Throughout the remainder of the phone call, he continued to interrupt me, which I found to be highly unprofessional, particularly given his position as manager of the establishment.|||| I most definitely DO NOT recommend anyone stay here with this level of unprofessional staff and the uncleanliness of the bedding. A simple apology goes along way, which was never given. Nate stated that a 10% refund was "more than reasonable compensation" and should be "good enough" for us. He also continued to blame us for the issue, instead of taking action and accountability and for himself and his staff.
