Day one: arrived at 245 pm, no valet asking if we (2 girls) need help with our 6 bags. Rolled to front desk to ask for early check in. Was told we would get a text when the room was ready. No text ever came, I had to call at 410 asking about the room, the front desk put me on hold to contact a supervisor as to why the room wasn’t prepared, and after a few minutes informed us the room will just now be ready. I gave her the valet number with the bags, she assured me they would be sent to the room for us. When we arrived to room an hour later, NO bags. Had to call front desk again, the same girl answered and she had to contact the valet AGAIN to send to the room around 5 pm. Right away we notice the toilet is not flushing well, even when holding the handle down to completion, but after a few seconds the contents reappear quickly. Call Maintenence EVERY DAY FOR THREE DAYS to fix the toilet. Worried if and when we need to number two, will be a big gross problem.
Morning two, notice coffee maker will not turn on. Call front, they say they will send a new one. No one comes after an hour, I call again. I also call for toilet not flushing AGAIN, and also our bathroom outlets - none are working so we can't do our hair as it's the only mirror in the room. After an hour Maintenence shows up regarding the outlet, we inform him of the toilet issue also. He is able to fix bc the whole huge tv console that it plugs into needed to be moved, and reconnected for the coffee maker to work, fixes the bathroom outlets and does who knows what to toilet, bc again it isn't working. Day two turndown service seems like she got interrupted halfway through and left the room, nothing picked up, no trash emptied, she even left a giant bag holding new sheets on the floor of our living room. My friends bed was halfway made with pillows on the floor, and on top of her clothes. Coffee maker never wasn’t brought After two calls.
Day 3: 745 AM and the toilet IS OVERFLOWING WITH POOP! I called at 745 am telling them this is an emergency get someone here ASAP, someone arrives at 830. They were in the room for HOURS FINALLY fixing the problem correctly and the toilet finally flushes properly after having maintenance in our room EVERY day since arrival. I want to throw up this is disgusting and embarrassing to subject guests to this! It should have been fixed correctly the first time. Especially after we have complained and let management know of the issue and were scared that when they pooped this would obviously happen!
On checkout I asked for my itemized bill, and there was a mystery charge from the lobby bar, which we never visited. The only person who was somewhat helpful was Kenia at the front who removed the unknown charge, and gave us a small reimbursement but not ANYWHERE NEAR what it needs to be for an inconvenience of this magnitude. Guest relations manager said they gave us “late checkout” as compensation. Sir, we would not have been checking out late if MAINTENENCE MEN weren’t in our room for HOURS the morning of our departure. Or did he expect we would shower naked in front of them? Insane. We would have had better services and working outlets and toilets at a HOLIDAY INN!
I will never return I am so embarrassed and angry for this company and my stay. This is really unacceptable and I am so grossed out and horrified by the lack of concern given to us on a toilet that we literally called EVERY DAY TO HAVE THE WORST THING HAPPEN!!
I would appreciate reimbursement for this stay and the awful lack of service that was not given. It is completely inappropriate for a hotel of this caliber to not provide basic accommodations such as a properly flushing toilet, and working outlets to guests. Housekeeping needs a thorough training session, I read online multiple other guests have had similar experiences and this is obviously a problem. I am embarrassed to have to share these photos with you,
