My recent stay at your hotel was extremely disappointing. The first room was in terrible shape — the mattress was old and sunken, the carpet had mold stains, and the ceiling light fixture was caked with dust. After reporting this, we were moved to another room that was no better. We decided to check out early and book another hotel at our own expense because the conditions were unacceptable.
To make matters worse, a parade blocked access to our vehicle until 1:00 PM. Even with checkout extended to 12:00 PM, we were told to carry our luggage two blocks away and wait in our car until the parade ended. This major disruption was never disclosed when booking, and our company would have chosen a different hotel had we known.
The staff’s response was equally disappointing. The clerk who handled checkout was dismissive, simply saying “okay” when I explained our concerns. Tiffany at the front desk was the only employee who showed professionalism and understanding.
Between the unsanitary rooms, poor communication, and lack of customer care, this experience was unacceptable. I have photos documenting the room conditions and expect a prompt response from management regarding this matter.