This is the worst experience I have ever had at a Hotel or Motel. I made reservations back in January 2013 for October 11-13, 2013. I called on the phone and spoke to the manager (Greg Simmons) who reserved 3 rooms under my name for over $1,000. I told the manager there would be 3 different couples checking in under my name at different times on the 11th and he assured me this would be ok. I received an email with the reservation details and everything looked legit. This was the only Motel available in Pullman for the weekend because it was Dad's weekend and the OSU vs. WSU football game.
The Wednesday before our arrival, I called to confirm our reservation and to make sure we could all check in separately. I spoke to a lady on the phone (Theresa) who informed me that their computer was in the shop at Staples and she had no information regarding who was checking in or out and that she had only worked there for about a week. I explained to her that I had a reservation and the 3 rooms I had booked with all of the partie’s names that were checking in. She told me the manager I had spoken to back in January was two managers removed from her, but told me she would take care of us and everything would be fine.
The evening of our arrival, one of the couples in my party arrived before me and attempted to check in. They were told that our rooms were given to other people and that our reservation did not matter. Because every other place in town was booked, this meant we didn’t have a place to stay. We weren’t the only ones in this same situation and there were a lot of people upset because they didn’t have room either.
At this point there were a few brief words exchanged with the manager and my friends told them that they needed to provide rooms for us. The management continued to say that it was not possible and it quickly turned into a situation where now it was first come first serve. After some more discussions, they gave up 2 rooms and still charged us almost $800. One room had two beds and the other room had 1 bed. The Motel had no idea who was staying in which rooms, so they proceeded to open up random rooms to see if there was already luggage in them. If there wasn’t, then they gave the room up.
Once my pregnant wife and I arrived at the Motel, we unloaded the car into the room with the 2 beds. The room that we were staying in was, according to the manager, a very nice deluxe room. There was nothing nice about this room and I was concerned to touch anything, as it was extremely dirty. There were dirt crumbs on the ground, the laminate flooring was rotting around the bath tub, and the furniture was extremely filthy including a huge stain on one of the chairs from who knows what. I didn’t walk around the room unless I had socks on, I didn’t use the shower, and I slept on top of the covers with all my clothes on. The other room we were given seemed to be a bit more updated and cleaner, but it still did not warrant the price they were charging.
It completely blows my mind how this Motel stays in business, and if it continues to run business this way, I can almost guarantee it won’t be soon. I understand if it may not have the most up to date furniture, etc. and that their computer may not be working. However, if they expect to run a business, they need to do a better job of understanding there are basic necessities when customers make reservations. You can’t just give away rooms, you need to clean the rooms, and you need throw away furniture that are broken and/or stained.
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