We booked a 2 week stay here since this hotel has such high ratings. Everything started out nicely. Really good housekeeping team (possibly their best asset). Nice kitchen, jacuzzi, free wifi. First few days were really good. Then things started to go wrong.
Surprise! The hotel was having its annual fire alarm testing day, 3 days into our stay. We were not informed of this until we had prepaid for the entire stay, and checked in. We thought it would just be for a few minutes, but the really loud alarms and bright lights kept going on and off every 5 minutes for the entire day (10am to 5pm). I have no clue why they needed to test it that many times, but apparently they did. If we had been informed BEFORE BOOKING, that there would be alarm testing all day in the middle of our stay, we would have stayed elsewhere.
The jacuzzi worked well for the first 6 days. Then, the water turned green, and left a black sludge when drained. I've included photos of this. A front desk staff member told us that there had been some work done on the pipes recently, and that one of them may have broken, and to run the water to see if it clears up. When that didn't work, we were told that a maintenance person would be immediately sent up to have a look at it. We waited an hour, nobody came to look at it, so we returned to front desk. To our surprise, we were told that the maintenance person had come into the room to check it, and determined that the green was merely a reflection. We were in the room the whole time, and this simply did not happen. We spoke with the manager the next day, who repeated the same story to us, saying that the maintenance person had come into the room to check it, and that it was a reflection. She was very skeptical of our claim, even when we showed her a cell phone picture of the green water. We told her that another staff member told us that the pipes had some work done recently, and she denied that that ever happened. After some back and forth, she reluctantly gave us a $50 credit for our troubles.
The night before checkout, we asked if we could have a late check-out. The manager told us to call front desk the next morning and “I'm sure we'll be able to work something out for you”. The next morning, she answered the phone at the front desk and said no, without any explanation or attempt to work anything out. If she was going to say no, then why not just say so in the first place?
Also, we decided to stay in one day, and called front desk for some towels, shampoo, and toilet paper. The front desk person said “I'll see what we can do, but just so you know, housekeeping runs until 4pm, and you have to leave the room and let housekeeping in at some point”. I've stayed at a lot of hotels, and this is the first time I've ever had a problem asking for supplies.
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