Jennifer H.
Yelp
My daughter chose Hotel Melby for its location and supposed "charm". She was getting married the next day and wanted the tradition of spending a night away from her soon to be husband. So she, myself (her mother) and her maid of honor checked in at about 9:30pm Friday March 3rd. The email confirmation assured us we could go straight to our room using our smart phones after we pre-registered and checked in online. (Which we did). Well, it didn't work, and we had to go check in. Inconvenient? Yes. But not the end of the world. We were tired and just wanted to get some rest. We had a busy exciting day the day after! Well, we make it to the room. Hang up the wedding dress, bridesmaid dress, and mine. Maid of Honor plops herself on the bed and looks over on the floor and there is a black dirty half used piece of soap. ON THE FLOOR NEXT TO THE BED. As she goes to tell me she turns her head to the left towards the door and their is a smear of red on the ceiling that looks like blood but I'm sure is "art". Whatever. We are kind of grossed out. I wrap the soap in a tissue and take the elevator (that is full of very inebriated, but happy people) to the front desk to show them. The lady at the front desk looks at me like she has no idea what to do. I proceed to tell her that I paid $400 a night for this room, I certainly would have expected better. She told me that she would speak with her manager in the morning. Well, I guess that is something. The next morning I head downstairs to grab coffees and teas and juice for the room. I'm excited but nervous as I'm sure all Mothers of the Bride must be on their daughters Wedding Day. When I leave the coffee shop, I forget the orange juice that I paid for. No big deal. I call downstairs, the girl at the cafe assures me I can come grab it. I say it might be in another hour or so as it's about to get busy for us. No problem "show your receipt". Of course. I have that. Super nice girls.
Got makeup and hair done. Next photographer arrives with her husband who wants to move some of the furniture and open the curtains to let light in. Perfect. We arrange the slippers, bridal shoes, the wedding dress and veil just so.... But.. guess what. Whomever neglected to pick up said nasty soap off the floor also forgot to pick up about 14 wadded up crusty tissues from behind the curtains. I was appalled and disgusted. I told my daughter it's okay, grabbed my gloves, threw them all away, washed my hands thoroughly and said it's time for a Mimosa! We need that Orange Juice and I might as well check on last nights issue as well as this new one. Went to the cafe first. It had a shift change. There was a male and a female. Both were about the rudest people I've encountered in quite awhile. I ordered more coffee, tea and asked for my prepaid for OJ. The male stared at me for about a full minute before he responded. Then he accused me of LYING. I showed him my receipt on my phone. He continued to stare at me and not look at the receipt. At this point I'm starting to shake with embarrassment and very possibly tears but I wasn't going to let him do that to me. He then stormed from behind the counter to show me in a very loud voice for all to hear that there is a cooler "RIGHT HERE" where I presumably got the "first orange juice". I was dumbfounded. I hadn't even known that cooler existed. Yup. It WAS right there. When I ordered it originally, I pointed to it in the closed cooler to the first ladies. He came back around to his side of the counter and slammed an orange juice down for me. I told him that I would pay for it if it made him that upset. People were staring and watching this progress. Some gave me sympathetic eyes. One lady told me that she wouldn't "drink that coffee if I were you". WTH? This is my daughters Wedding day! I have done nothing wrong. I have been nothing but courteous. This is like a bad dream. Next I walk to the front desk, ask about what the manager "deemed" appropriate and spoke of the recent findings in the room. Blank stare. I said, "this is really bad luck wouldn't you think? My daughter is upstairs with her wedding dress on, in tears, I'm about to bring her this OJ that I had to fight for at the cafe, my daughter was SUPPOSED to spend her Honeymoon night here tonight with her new husband but that is NOT happening now so we would like a refund for this night." We left the hotel at 2:30pm. Completely checked out. Left the room in pristine condition. We gave the hotel EVERY opportunity to make this right. They gave us $50 off the first night. So $800 plus minus $50 for one really really REALLY awful night/day stay. The most horrific customer service I have ever dealt with. We are Platinum Marriott members for a reason. This place is a Hilton for those that don't know. We have lived in this town for over 25 years. We will spread the word to every person who will listen. Shame on you! You could have made this right, instead you let your lying employees cover your butts.