### Disappointing Birthday Experience Despite Helpful Resolution.
This hotel started out fine, but the rest of my visit was disappointing and stressful. On the second day, we discovered roaches in our room; unfortunately, the only option presented was to move rooms, with no additional assurances of cleanliness. As anyone acquainted with pest issues knows, finding roaches in one area suggests a larger problem throughout the property. With good intentions we decided tk stay since sometimes roaches can get in and it is hard to get them out.
Matters worsened on the third day when we found a mouse in our room. One of my guests approached the staff to address our concerns, and the response was unexpectedly rude and condescending towards her. I assume it is because she is an older white woman. Reguardless it was far below the standard of customer service we anticipated based on the hotel’s reviews.
Only when I personally spoke with the staff member did things change (a younger woman of color). Suddenly, the staff’s attitude was transformed: we were offered a full refund on the spot, and help was provided much more willingly and professionally.
For us, the initial lack of empathy and sanitation overshadowed what was supposed to be a special birthday trip. While the refund was appreciated and ultimately helpful, future guests should be aware of these issues before booking and understand that resolution may require direct escalation to management.