Sergey S.
Google
TL;DR: Found blood-stained sheets upon checking-in. Staff did not change sheets, did not take the contaminated sheets away, and did not give us a new complete set of clean sheets when we asked. They did not offer a new room or a refund. When my wife asked to speak with the manager, the front-desk clerk called the police and falsely claimed we were trespassing, despite our fully paid, active reservation. The next morning the manager (Rebecca) called me, insulted me by insinuating that we had caused the blood stains ourselves, and after that issued a refund.
Full story:
My wife and I checked into our room and discovered blood and stains on the sheets and duvet in our room. The front-desk guy brought a “replacement set” but told us to put the bloody bedding outside because he “could not take it.” So, they would not touch their blood-stained linens but expect the guests to handle them and change the bedsheets, exposing the guests to health risks!
My wife then opened the replacement and found that it wasn’t even a complete set — just one top sheet and a duvet. We returned to the front desk, told the guy that we were going to find a different hotel and asked to talk to the manager about a refund. He refused to call the manager, saying he’d “get fired” if he called and claimed he could only text the manager (this was around 6 pm). He also refused to talk to the agent of the hotels.com service when Hotels.com called 3x to speak with him. No refund, no new room, no sanitary standards, no accountability.
We calmly insisted that in this type of situation, calling the manager is a reasonable next step and we even waited while he checked in other guests. Instead, he called the police, said we were “trespassers”, and ordered us to leave, which was illegal — we had a paid, active reservation, and they had our money. At this point, the front-desk guy had not checked us out of the hotel, had not cancelled reservation or otherwise made any effort to terminate the contract. We left and booked elsewhere.
Next day, I received a call from the manager, Rebecca. After I told her of our experience, she disingenuously insinuated that we had caused the blood stains ourselves (claimed “the staff said … the blood stains were fresh” next morning – this is a LIE and an INSULT – we have photo-documented evidence). I requested that she compensate us for the cost of the (comparable) hotel to which we had to urgently relocate the previous evening – our actual financial damage caused by their actions - instead of refunding the cost of Mission Inn. She refused. She issued a refund for the Mission Inn room, though.
Other reviews on here indicate that our experience is not an isolated incident: dirty bedding, staff rudeness, kicking out guests, guests being insulted and accused of lying about sanitary issues, the staff making false reports to police against guests – this all has been happening within the last few months. This behavior is beyond reprehensible. We will be filing complaints with local health authorities and consumer protection agencies.
