2/10 Terrible
Charles
22 Mar 2024
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Disappointing experience
Worst hotel experience in 10 years. Unpleasant odor when we first entered the main lobby. Check-in process slow and tedious. Key cards difficult to use and door handles operated in a backwards fashion which was frustrating. The worst was when we turned down the beds, there was visible black hairs all over the dingy white sheets, as well as stale popcorn under the blankets! We removed pillows from their cases and they had dark stains on them, as well. We obviously could not stay in that room and didn’t feel confident another room would be any better so we reported this to the attendant and requested a refund so we could go elsewhere. The attendant came to room to inspect and take photos and apologized but refused to provide a refund. He escalated our concerns to the general manager, who also refused to give a refund. We left and called customer service to report our experience. The agent made multiple attempts to contact the hotel, but their calls were never answered so we were told they could not assist us. We will never use Hotels.com again to book a room because the rating system is inaccurate, to say the very least. This hotel was highly recommended by them, and it was the dirtiest hotel we have ever stepped foot in.
Charles
Stayed 1 night in Mar 2024