Won't be going back
Posted 06-Sep-2017 on Hotels
Perhaps this stay was doomed from the start. I made the original booking to start on the wrong day (I forgot about the date change when going from the mainland to Guam). And even though I caught the mistake and phoned customer service within 30 minutes after booking the reservation (one of those prepaid, non-refundable ones), the property manager refused to modify the reservation and we ended up paying for the first night anyway. Hotels.com however made an accommodation separately, for which I am grateful. When we arrived, the first room we were given was not completely clean and was infested with cockroaches. There were even living and dead cockroaches in the refrigerator. The staff were apologetic and quickly moved us to another room. This one appeared to be clean and not infested. On the second morning there, I was heading out for a morning walk on the beach and slipped on the stairs, hitting my head and ending up in the urgent care. Management seemed appropriately concerned and apologetic, and were clearly aware the steps are a slipping hazard (there is a sign) and made a point of telling me the property is regularly inspected and passes all the safety reviews. Later we received some gift certificates from management to a restaurant, we weren't sure the restaurant would honor them because the expiration dates had been crossed out and changed, so we made no attempt to redeem them, and to be honest it was not a restaurant we would have chosen to dine in.