We had a terrible stay (after other fine stays) at this hotel recently. First, we weren’t able to check in until 5 pm. They “forgot” to text us that our room was ready after sitting in the bar for two hours. We only checked in because we went back to the front desk to inquire. Then, upon check in, our room smelled so strong of smoke that our eyes burned. We let the front desk know and the solution initially offered was to send a housekeeper to spray a strong smelling spray all over our room while we were in it. We again invited the staff back to our room to smell it (there was no change) and they declined. Rather, they said we could move rooms the next day. So we suffered through the first night and then moved. They did offer to discount our first night room but what we asked for was cancellation. We would have rather changed hotels to a less convenient location than be forced to stay in that clearly partied-in room (which is why we suspect it wasn’t ready for check in until so late, which means they knew they had an issue on their hands and were just hoping we wouldn’t say anything).
The service was just beyond subpar - from check in to check out. We expect better for this price point of hotel. Our daughter attends college nearby and we will find other accommodations going forward. It is a shame there weren’t more hospitable staff to deal with unexpected issues. Excellent service could have kept us as customers even in the face of the problem.
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