Disappointed in Springfield
Posted 15-Oct-2015 on Hotels
I was traveling late night/early morning. Not being familiar with the area, I called Hotels.com and asked for help booking a clean, safe hotel next to I44. The operator asked me the price range that I wanted, and told me everything in that price range was already booked. He booked Extended Stay America for me and assured me it was next to the interstate and my fee was nonrefundable once booked. It was sooooo far from the interstate. I recognized many of the hotels that I had seen on the Hotels.com web page that were nice, still available, and cheaper than the one he reserved for me. I drove and drove and drove way after midnight following my GPS instructions to locate the one he booked. Although it was supposed to be a nonsmoking hotel, it was quite obvious that the hotel and the room had smokers in it. The carpet was NASTY, damp (as though the toilet had overflowed onto it) and had a VERY musty odor. When I logged onto the hotel's web page to get on the internet, the price posted on their login page for rooms was $20 cheaper than what I had paid. When I called the operator at Hotels.com to complain, I was told I could not get a refund because I had already checked into the hotel. Needless to say, I was not happy with my experience. By this time, it was already almost 2am. I spent the rest of the night, but was out of there as early as possible the next morning. I will not be staying at this hotel again, nor would I recommend it to anyone else.
Comment from Hotel Management
02-Jan-2016 by Manager, Hotel Management
Thank you for taking the time to tell us about your experience. The situation you described is unacceptable, and I sincerely apologize for your experience. In response to your feedback, I will make sure we are thoroughly inspecting our rooms prior to guest arrivals to ensure that everything is clean and functioning properly. I really appreciate you bringing this to our attention. We would love to have another chance to provide you with a better experience at our hotel the next time you're in town.