So over the weekend I went on a trip to another part of my state and stayed in what is supposed to be a 4 star hotels. Like they’re supposed to be better than the Hotels I’ve worked in and stayed at.
It wasn’t even close.
Check in time at this hotel is 3pm and we arrived at 6:30pm to tell me that they had extended a flight crews stay time because their flight plans had changed. Oh okay. No problem I smile and say lets do the paper work and we’ll figure something out to kill some time.
Person at the desk offers us a voucher for dinner and two drinks from the bar and I was like “Super cool! Let’s do that, thank you!” and because I was happy with this compromise, they threw in our parking too. (I was actually kinda like “wut” about having to pay to park because this was just a regular old lot, no valet, which we never use anyway but the other 4 star we stayed at similar to this one didn’t charge for parking, okay whatever, not a big deal)
We go to the bar and it takes us the hour or so they told us it would take to get a clean room to even get our food and drinks. And the food voucher doesn’t go very far, like you know hotel food is expensive but that’s okay! We’ll have a room soon and can go out for a proper meal.
We finish eating. It is now 1 1/2 hours after our arrival, which was 2 1/2 hours after check in time. I go back to the counter to see what was going on because my husband really didn’t want to order anymore drinks. We are told it will be another 30 minutes.
By a little after 9pm we finally get a room. And it’s got to be the most ridiculous room I’ve ever seen. Like I’m pretty sure it used to be an ADA but there is no way anyone with a wheel chair can get in here. There is a HUGE armoire instead of a regular closet, a king bed, huge table that the tv was on, the mini fridge, an ottoman and then this massive desk and a lounge chair and additional ottoman. Like this was just the room they threw furniture at. We had two towels and the toilet paper rack was already broken when we arrived. The shower was wet inside (I assumed from cleaning) and the detachable showerhead was bent.
My husband pulled back the covers on the bed and it was full of long black hair. I counted about 15 before I gave up. I have short brown hair, my husband shaves his head. We’d also been in the room for about 4 minutes.
I let them know about the toilet paper thing because I didn’t want to get charged for it and the hair. The guy at the desk dutifully handed me some complimentary breakfast tickets and said there wasn’t anyone to clean my room further and that “maybe” someone would come in and fix the toilet paper dispenser that night.
My husband and I go out to get drinks else where and when we got back there were suddenly two toilet paper dispensers in our room, meaning it was even more broken than I had thought.
My friend who was also staying with us arrived late in the night. I should point out that I did request a 2q bed but you all know what it’s like traveling as an employee sometimes. We would make due, I didn’t even bother asking for a rollaway because seriously we would have died in a fire in this overly furnished room that was clearly made to be a single Q room or a real life storage closet. Like nothing matched or made sense. We were all so tired we put the DND up and passed out.
So at 8am housekeeping is banging on our door even though there is a sign up. And trying to get into my room which I put the bolt on. I got up and let housekeeper number one know we’d be staying the night and would like stayover service but LATER. Around this time my friend gets up to use the bathroom and both toilet paper dispensers fall off the wall again. Like she was just pulled slightly to blow her nose since we weren’t given kleenex either and bam both of them go in the floor. She also notices around this time there is also a faded blood stain on her pillow and snot on another one. And oh look two lottery scratchers in the bed.
So when we go down to breakfast I made the very reasonable request to be moved or at very least have some of the charges reduced. I was told we couldn’t be moved and I shrugged and said okay and then the FDA said “And I never discount employees. Ever.” Okay cool.
While we’re eating breakfast she comes over and grabs me by the shoulder to get my attention and says “I miiiiiiiiight be able to move you. Come back after 2pm.” Which seems like she was being nice but touching me was inappropriate. I’d never touch a guest but that’s just me.
Around 3 we got back from all our various running around and I went to inquire about the other room being available because we needed to start getting ready for the thing we were in town for. Nope no room move. Desk clerk who had no knowledge that their 7-3 had offered to move my room dutifully offers us two drink tickets. Our room had also still not been cleaned.
We go out to the show and come back and at some point my husband was already upstairs in bed when I went out with my friend so she could smoke a cigarette and we could visit with another friend who was staying in another room. The security guard hung out with us while he was trying to keep an eye on these crazy German women trying to open a bottle of wine with a boot. My friend wanted to stay up later so I went in to get another key so I could go to bed. Turns out I got my new key from the manager. He asked how my stay was and I told him and he was like “Oh my god you had me at the 9pm check in, I’m comping you a nights stay.” And we chatted for a bit and I went to bed.
In the morning house keeping tried again to barge into our room 4 more times. Also the day before maitenance had come into our room while my friend was napping and didn’t even knock first. My friend and my husband were so fed up that they actually looked under the mattress. We had bed bug shells under the mattress, more lottery tickets and silverfish and more bed bug shells behind the headboard.
I still cleaned up the room, stripped the bed, made it as easy as possible for housekeeping to clean our room but when we went to check out the clerk pulled up my folio and was going to charge me for the room the manager said to comp and my friend pulled out the photo of the bug shells and our room got comped. He also made a big deal about taking our room keys back at check out, everyone knows they don’t give a shit if you walk off with a room key.
It’s really disheartening to see a hotel like this one with such bad service. I probably would have just let it go but my husband and my friend are not employees. Just me. And I was completely nice to every one we encountered. The only thing we didn’t do that we normally do is leave a tip for housekeeping or a nice note.
I appreciated the comps for drinks. We tipped everyone at breakfast and at the bar. I said please and thank you to everyone who worked there including the woman who grabbed me. We weren’t loud or unruly. We didn’t lie about how many people were in the room.
At some point this had to have been a nice hotel but wow.
Honestly the best thing I can do is appreciate that I work with a staff that has better people skills and a housekeeping crew that cleans the damn rooms, and not fill out an Amelia Bedilia which is normally the first thing I do when I get home.