from Jacksonville, Florida
Submitted on 30-06-2016
This is an excerpt from the email I have sent to management of this place:
I called in to the central number to make a reservation after doing extensive research online looking at reviews for the RR locations in the area around Tampa. I had a few requests. Namely, that we had clean mattress pads and sheets put on the beds, and nothing else. I explained to the CS rep and then the TWO times I called the inn that this was very important. I had suffered a severe case of contact dermatitis last ye...
This is an excerpt from the email I have sent to management of this place:
I called in to the central number to make a reservation after doing extensive research online looking at reviews for the RR locations in the area around Tampa. I had a few requests. Namely, that we had clean mattress pads and sheets put on the beds, and nothing else. I explained to the CS rep and then the TWO times I called the inn that this was very important. I had suffered a severe case of contact dermatitis last year travelling that cost us nearly $10,000 in E.R. and subsequent dermatologist visits because of something containing latex on a comforter in a hotel we stayed at. I explained this, and that we would bring our own pillows and blankets. I specifically sated on each of the three calls, "No duvets, no comforters, no pillows, no blankets. Freshly laundered mattress pads and sheets ONLY. As if doing a linen rotation on the room," and was told okay the two times I spoke to the desk. I also explained we would be arriving very early from overnight, and we were driving a very long distance with an infant and toddler. I just wanted a decently clean room that was safe. When we arrived, there were people hanging out in the parking lot and lobby entrance areas, as well as a few people sitting in various vehicles. I immediately felt wary. This was around 0500. I approached the lobby and the clerk (who was sitting and smoking with a male and another female) stood and the other two moved. Obviously this was a normal thing. The clerk was friendly and accommodating to the best of her abilities. She acknowledged the requests and welcomed us. When we went to the first room (230) the smell was OVERPOWERING as soon as the door opened. Smoke mixed with some extremely harsh chemical used to attempt to mask it and a ground-in smell of damp, musty carpet. Our other special request mentioned both of our young children have severe asthma. Now, when I called the inn the second time, the female I spoke with actually went to the room herself to check the situation with our bedding (I always call to double-check early while housekeeping is on duty just in case they missed it) and told me everything was fine. The smell alone was unacceptable. The carpet had obvious stains (five or six) that looked to be pet urine. Two were still somewhat damp. The brown blankets were on the beds still. The sheets were dirty. The mattress pads had obvious urine stains, as well as some other mystery spots. The lamps over the bed had food, dust, and grime in LAYERS. The walls everywhere were covered in dirt, stains, and smears. This included food, blood (under vanity sink) and feces (bathroom light switch, which had an actual smeared clump on it). The bathroom floor had not been swept in some time. There was hair, dirty, cellophane wrapper pieces, and a lot of those little pieces of paper from like a hole-punch. EVERYWHERE! Not just hidden in the corners. All along the threshold in plain view. The shower had an active leak and collapsing ceiling. The trim along the bathroom walls and been stapled on with what was now multiple rusting desk-top staples. The door looked to have been kicked/forced open. So, I went to the lobby and asked to move. I named several of the complaints, and told the clerk there were too many to list. As we were talking and entering the lobby, the female (older, plain-clothed, with graying hair) who was there (again with the mystery male) followed us in to the lobby. I assumed she was just a nosey guest, but no! Without ever even looking at me, she walked behind the counter and told the clerk while pointing at the screen, "Just move her in to 231, check 230 and put it back in service. It isn't like you're going to sell out anyway," and walked off. No apology, no attempt to excuse or justify a mistake, not even SIMPLE EYE CONTACT. Apparently, because we are loyal to the brand and using a certificate, we don't even merit that much. Just business as usual for her, apparently. The other clerk did seem embarrassed and apologized, I do recognize that. She moved up to 231. By this point both our babies were awake and irritated, and our dog was getting tired, not to mention my husband and I had worked all day and then been on the road over five hours. 231 did have an acceptable smell. Slightly damp, but to be expected in Florida in the summer. It didn't have the harsh chemical smell at all. However, once we started to bring luggage up and move things, the room was not that much better. The duvet my husband went to remove had blood on it. The sheets had debris in them as well as stains, as if they were just re-tucked from the previous guest (Which would be the least shocking thing about the place, in my opinion). The door had OBVIOUSLY been kicked-in, as the entire frame was broken, even a portion of paint from the wall had come off. Their answer to this was to put one tack nail (you know, the kind you use in arts and crafts and to hang tiny photos) in the middle of the cracked area. This had been forced out also, and was protruding an obvious amount. This is "secure"? The bathroom was again filthy, more of the same. I will say, the floor had been recently swept, there was just a small amount of debris in the corners and behind the door. This bathroom had gouge marks all in the door from I don't want to know what happening in there. It looked like someone had been stabbing it with something. My toddler needed to urinate, and after covering the toilet with tissues (our own, I would not even touch the toilet paper on the roller) our THREE YEAR OLD told me, "Mommy, the toilet is too dirty," and refused to use it. We ended up stopping at a gas station after we left (which, by the way, was actually markedly cleaner). The seat at the work station in the first room was just dirty. The second room's chair had FOOD in it. A LOT. Like someone had spilled takeout, and then raked it into the chair and sat in it. I was on the phone with guest relations for a while and they managed to find us a location that could accommodate us immediately. I returned to the lobby again, this time using the elevator. There were about seven or eight roaches in the lift crawling. The ceiling was busted and hanging. The mystery man was once again smoking with the clerk, the older female had vanished by this time (just after 0700) The male was now sitting in a vehicle, which he was still in when we pulled out of the parking lot. I explained we were leaving and were not satisfied. The clerk did again apologize. She did seem sincerely ashamed about it. I was grateful for that, at least. She seemed to want to help us, and just didn't have the resources. She had to ask me about whether or not if she checked me out, it would use my second certificate. I am an auditor. I find it disturbing that a clerk would ask a guest this and not know themselves. If you don't know, call the help desk, don't ask the person that just went through this nightmare. She printed the receipt. On my way back to collect our few items we had begun to bring in , a man was wandering around in pajamas picking up old, wet cigarette butts off the sidewalk in front of the room doors (there were PLENTY). He lingered and followed me some, which scared me. My husband or I one watched our vehicle the entire time from the window. Even with our dog I was scared to be alone inside the room.