This was the proposed hotel for a friend's birthday weekend. Based on the photos, it didn't appear…read moreto be a place we needed to be particularly concerned about--it looked like it would at least meet the basic necessities for a comfortable stay. Unfortunately, the experience was far below even those expectations.
After a long drive, we arrived for check-in and were told that the AC in our suite was not working and that we would instead be placed in separate rooms. Since we were traveling together, we were not comfortable being separated. The front desk associate was also extremely rude and told us that because the manager had moved us, she could not place us in another room comparable to what we originally booked. She said the only option was separate one-bedroom rooms.
We asked to speak with the manager, and once he became involved, he immediately instructed the front desk to put us into another room--apparently a two-bedroom room was available after all. I'm still not sure why we were initially told that wasn't an option.
Unfortunately, the problems continued once we got into the room. I found visible stains on the sheets, and there was a large, dark footprint on one of the supposedly fresh towels. I have stayed in hotels, Airbnbs, and even on cruise ships, and I have never experienced a situation where the basic linens provided were visibly dirty.
I immediately reported the sheets and towel to the staff. When the sheets were finally replaced, the replacement set was also dirty. At that point, I gave up and slept on top of the sheet rather than continuing to ask for replacements. They also only provided one sheet, so I had to wear additional clothes that I had packed with my pajamas just to stay warm.
The response time was also frustrating. It took roughly an hour from when the issue was reported for someone to come replace the sheets. I also saw the staff member carrying the linens by hand rather than using a cart, and the linens appeared to be coming up from the stairs, which did not exactly give me confidence in the cleanliness or handling of the bedding.
Then there was the hot water--or lack thereof.
We essentially had COLD WATER for our showers. This was not an isolated issue; other members of our group staying at the property experienced the same problem. Over our three-to-four-day stay, there was maybe one hot shower available between the three of us. Hot water is a basic expectation at a hotel, and having consistently cold showers was completely unacceptable.
I previously worked in property management, and a lack of hot water would be treated as an emergency maintenance issue. That made it even more concerning to see this treated as though it were a minor inconvenience.
I have stayed at properties throughout the U.S. and internationally, as well as on cruise ships, and I have never experienced this combination of issues during a stay. We dealt with a room change due to broken AC, dirty sheets, dirty towels, inadequate linen replacement, extremely slow response to a cleanliness issue, and essentially no hot water.
This was supposed to be a birthday weekend, and instead, we spent a significant portion of the stay dealing with issues that should have been resolved before guests ever entered the room. The experience fell well below what I consider basic hotel standards, and I would not choose to stay here again.