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Customer Ratings & Reviews
TripAdvisor Traveler Rating213 reviews
Worst hotel experience
Will never stay at this place. I was attending Equine Affair and book a room here as it was on the list for the event 2 months prior to the event. I called at 11 am the day of stay to confirm our arrival and was reassured everything was set to go. When we arrived at 1030 pm that day I was told all rooms were booked and they had no room for us. The lady in front of us was told the same thing and we all had reservation number and called to co form. Another lady came up to the desk with reservation, by that time at 11 pm and was also told no rooms. I found out 9 people that day had the same experience. A guy at the front desk did not call management until we demanded. He was told to start calling near by hotels which he did not. He watched us all stand there with kids at 11 am with no place to stay without care in the world. Suddenly a man appeared, maybe a manager, and offered me a room. We were told that house keepi g did not update their list and it was not reflecting on their side. When we walked In the room it was a mess. Nothing was cleaned and roo. Was trashed. We came downstairs and were given another room. When we got to that room, door was open. Locks were flimsy, faucets loose, sealing cracked and beat up. Cabinets were missing from a dresser. Terrible. We ended up spending the night because at that point we had no choice.
DO NOT STAY HERE!
DO NOT STAY HERE. Worst hotel experience I’ve ever had. We had ants all over our bathroom (I have photos). There was a blood stain hand print on the curtains (also have photos of this). We tried to switch rooms and they said their machine that put the room number on the cards was down so we wouldn’t be able to leave the room and get back in without them letting us in. That wasn’t going to work as we needed to be able to come and go as we please. We were told we could have 25-50% discount on our stay if we stay in our room. We agreed and it’s been two weeks of talking to many different people about the discount. Today they put $40 back on our card…. That clearly isn’t 25-50% off a 3 night stay. After the amount of time it’s taken and the amount of phone calls we have had to deal with we are asking for the full 50% off our stay. Until we see that money in our account we will be writing reviews and sharing the photos to make sure people are aware of where they will be staying.
Definitely will not stay here again.
Worst hotel I have stayed at in a long time!! No linens or pillows for the pull out couch. Continental breakfast was below average, my kids wouldn’t eat anything. There was a huge vent exiting the building next to our room and when it was running it would sound like an airplane taking off in our room. Imagine trying to sleep with that! We ran the fan on high continuous and it didn’t even begin to drown it out. Room was clean.
room was changed from 2 beds to 1 without our approval or knowledge.
when we arrived, the person at the desk was very unprofessional looking... pants below his rear, tee shirt and ball cap... wasn't sure i was in the right spot. When it was my turn at the desk, the smell of marijuana was pretty strong. I assumed it was a guest in front of me, but the person working had glassy eyes, and spoke very lazily. when I told him my name, he looked it up and said quietly "this aint going to be good" but proceeded to check me in. 2 of the 3 room keys did not work. Once we saw that the room, we thought there was a mistake. we reserved 2 queen beds for the three of us, but were given 1 king bed, and a pull out. I went to the desk to see what was going on, and he said there was a reunion at the hotel, so they gave them our room. That did not sit well with me, but he said they were sold out and nothing could be done. (again with that smell). I asked if there was a manager to talk to, and he gave me a card to call (Catherine Easterlin). When I called the number, it was him at the front desk. I asked for a number to actually talk to someone else, and he told me to look up Marriott's number. So I did, and the person on the reservation line opened a case for me, but said it would be 3-5 business days, and to go back to the desk and ask to speak to the manager. So back to the desk (and weed smell) I went. he said he couldn't let me talk to a manager, then I told him that the person at Marriott told me to ask, so he pulled out his phone and called the manager. After he talked to her, he handed me the phone, and she said that all rooms were sold out, she not only said there was nothing that could be done, but that I should be happy because my room was an UPGRADE. the room had black mold and stained mattress on fold out (I have photos). I was livid... had a horrible night sleep. Marriott should shut this place down in my opinion.
Does no one care about this place?
I wanted to be happy with this place, but I can’t. The staff was very friendly and helpful but could not salvage this stay. First room we were assigned had no fridge and no window blind. This was on the ground floor so not only were parking lot lights able to shine into the room, there was no possibility of privacy while sleeping or dressing. The staff moved us to a room that was better as far as that was concerned and sleeping was a bit of a chore since the AC was hard to get moving. The next morning there was no breakfast available and we noticed that the carpet and sofa were filthy and stained with who knows what. The caller was the fact that the water in the shower was connected backwards. Having the faucet on hot, produced cold water and vice versa. We were booked for three nights but opted to leave after one because nothing was really good. It seemed that there is a lack of caring and apathy. The associate at the desk didn’t even ask why we left two days early. It’s like it’s normal. Corporate should slot this for a considerable remodel and get some people that have pride in their location.