We have stayed at the Sleep Inn in Fort Stockton prior to this stay and had no issues. It was clean and staff where nice
This time was different and I can say we will never stay there again:
We arrived at 4 am on Thursday morning ( 07.10.2014) and when we checked in my partner took the key to get to the room . She came right back stating there were fans in front of our door the floor was wet and the ceiling was open. Only then (not prior to check in) did the male clerk inform us that they had a water break but everything was fine in our room. When my partner went back to the room I asked him what our option where if the room smells like mold. He told me I had none since they were booked out.
The room did smell of mold but we needed some sleep, took Benadryl and hoped for the best. My greeting committee 4 hr. later in the bathtub was a huge cockroach……….. And mold at the top of the shower stall.
I went to the front desk explaining about the water and the cockroach. I was told
the front desk person had no authority to anything and the manger was not available
and water bugs (definitely cockroaches) are just a way of life here it just happens We come from the Southwest and that response is unacceptable.
We left very unhappy with the lack of customer services, I had advised the hotel for the manager to call me on Saturday please. No body called me , I called the hotel and found the manager was not in , so I called choice hotel customer relation and filed a complaint. They told me the manager had 72 hr. to reply back to me.
On 07.14.2014 I received a phone call from the manager.
I was informed that the night clerk had told her he offered us a choice, that sorry there were sold out and there were no other options since every hotel was sold out in town that night also.( so what was the supposed choice to be then …?) The day shift person did not mention a cockroach to her and she saw no mold or smelled anything in the room. (untrue since we took picture of the mold)But she apologized for the inconvenienced.
I again told her the whole story, I did not t get the impression she took me seriously and felt more rushed to get me off the phone, and she offer me 25 percent discount on our already paid hotel room.
When I asked if it might be better to give the front desk person more authority to resolve issue right then and not have it drawn out she said that that person had no authority but did not elaborate if anyone one else did.
I called back to choice hotel guest relation to inform them how the manager had handled the phone call. When they tried calling to speak to her she was also not available.
Finally I do not expect cockroaches and mold in a $120 plus a night hotel, I expect good customer services and resolving of issue right away.
I called back to Choice Customer Relation and was told they would speak to the manager, who was not available on that day and I would get a call back today. As of this point I have not heard back.
- Official Description (provided by the hotel):
- while providing the great service and quality rooms, we are undergoing some renovations. The following will be done over the next few months: new wallpaper, repainting rooms, new decor and bedding in rooms, new carpet in some rooms, new lobby and breakfast furniture.... this hotel is only 4 years old but we converting to the "new dream" concept by Sleep inns.... thank yout to our awesome guests for working with us during this process.... ... more less
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- Also Known As:
- Sleep Inn Fort Stockton
- Fort Stockton Sleep Inn