2/10 Rating
— Disgusting Room and Extremely Disappointing Experience
I booked this hotel for my husband’s birthday, and what was supposed to be a special occasion turned into an absolute nightmare.
We paid extra for early check-in, only to walk into a room that smelled strongly of urine. The walls were filthy, there appeared to be mold coming from the air vent, and the shower was covered in mold and yellow buildup. The room was so disgusting that we didn’t even feel comfortable sitting down.
When we complained, we were promised a better room but were left waiting in the same filthy room for an hour with no updates. We eventually had to call back ourselves. When we asked if the replacement room would be just as dirty, the employee hesitated before saying, “I’ll make sure they clean the vent.” That response did not give us any confidence.
We decided to request a refund, which turned into an almost FOUR-HOUR ordeal. The front desk employee was nice and polite but unfortunately not helpful. We were repeatedly told no manager was available and were initially denied a refund, despite never staying the night.
After insisting on speaking with someone higher up, we finally reached a manager who was extremely kind, professional, and helpful. They listened to our concerns and helped us get our refund, which we truly appreciated.
However, none of this should have happened in the first place. We wasted nearly four hours of what was supposed to be my husband’s birthday celebration dealing with unsanitary conditions and an unnecessarily difficult refund process.
A clean room is the bare minimum, and no guest should have to fight for a refund when those basic standards aren’t met. While I appreciate the manager’s assistance, I would absolutely not recommend this hotel.