I’ve stayed at this hotel before during the 2023–24 holidays and had a great experience, which is why I came back. Unfortunately, this time was very different.
First, I was charged a $50 fee that I was originally told would be refunded. At checkout, I was suddenly told it was a charge for having a pet. I wasn’t hiding it—he was in plain sight and I even mentioned him to the manager directly. So for them to say I never disclosed it is just not true.
The suite I stayed in with my children and my pet also had some issues. The air system was terrible—you had to open the doors just to get cool air, which shouldn’t be the case for a suite at this price. The vents were filthy and clearly not maintained, and the elevators had a strong skunk smell the entire time. Only one elevator worked.
With breakfast before there was some checking was needed at all times. New stuff, you had to look for them.
I also had trouble getting basic items like towels. The person who was supposed to bring them never came. Thankfully, a lovely housekeeping lady helped me out. She tried to get me more items, but staff stopped her, saying someone else would help—who never showed. She eventually came back with what I needed, hours later. I really appreciated her effort, but the way they blocked her from helping sooner made no sense.
It feels like the great service I got over the holidays was only because of the season. Now, it just doesn’t feel the same. I’m definitely rethinking where I’ll stay next time.