Not clean, but good customer service. Posted 01-Jul-2015 on Hotels
We used hotels.com as we were approaching the city, never having stayed at an extended stay before. We booked a room while driving, and when we arrived, it was late, almost 12am. The woman working behind the desk was very sweet. She apologized for the computer taking a while to process the information, she answered a few of our questions about wifi (they have a password), breakfast (they serve oatmeal, coffee, apples, and granola bars), and then she gave us a key to the room. We tried the key, but it wasn't working after multiple attempts. She tried to give us a new key, which also didn't work. She noted that "they must have marked it clean when it wasn't." She then gave us a different room, which she tried the key for and even another, which she tried the key for, both of which were dirty (she peeked in to check). She finally upgraded us and gave us a key to another room, which she checked and noted was clean. The counter had stains on it (guess they couldn't come out), it smelled really bad in the room (even though it was non-smoking), there was old, dried toothpaste left around the sink, and the sample shampoo bottle had 1/4 the shampoo left in it. My husband and I both felt really gross in the room, but we passed out. The refrigerator and air conditioning unit were pretty noisy but not terrible. The woman working the desk really was apologetic through the whole process of finding a room, but overall, we felt so gross staying there. Probably won't again.
Comment from Hotel Management
26-Sep-2015 by Manager, Hotel Management
I appreciate you bringing your experience to our attention. Your comments in regards to our staff are appreciated; however, I sincerely apologize that our rooms were not to our company’s high standards. To ensure that a situation like yours doesn't happen again, I am retraining our staff on the importance of thoroughly inspecting rooms prior to guest arrivals. I am grateful for the feedback you provided so we are able to continually improve our hotel. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area.