from winchester, VA
Submitted on 31-05-2016
Worst hotel visit ever!
We went to check-in after a ten hour drive and were greeted by Andrew who was single handedly handling the bar, cafe and check-in. He told a gentleman at the bar, "cash only" because their POS had been down for days. Hum. Ok, so we get our keys, enter the room and the TV is on, lights on, and the bed looked like someone has slept in them for days and pizza boxes lying around. Ugh, back to the desk. My partner and I are both handicapped, so this was problematic. Se...
Worst hotel visit ever!
We went to check-in after a ten hour drive and were greeted by Andrew who was single handedly handling the bar, cafe and check-in. He told a gentleman at the bar, "cash only" because their POS had been down for days. Hum. Ok, so we get our keys, enter the room and the TV is on, lights on, and the bed looked like someone has slept in them for days and pizza boxes lying around. Ugh, back to the desk. My partner and I are both handicapped, so this was problematic. Second try, key cards don't work, and Andrew said the battery was dead. Third room we were given had two beds, when our reservation was for a king? The confusion was because Andrew asked me if the room was for one person, I replied "no, it is a double occupancy King". When we went back to the desk Andrew became argumentative and said "well I must have dreamed you said two beds". Yep, truth Andrew, but I blame the lack of training and hostility primarily on the manager. Please teach your employees and lead by example! At that point, we were over an hour into getting a room. Andrew finally said he was sorry and "I will make your entire stay a full comp". We thought it a bit much, but figured they wanted to really reach out to an industry specialist (who by the way was not there on a travel agent rate), but rather published. The next morning at breakfast, Andrew was on duty and he came by our table and said that he had adjusted our bill. We again felt like that was a stand-up, proactive way to reach out. WRONG!
The second afternoon and evening of our stay, fire alarms responded to a water sprinkler they were testing (new hotel) and alarms went off for hours. Elevators didn't work, but they kept telling us to go on back to our rooms! Not easy for handicapped folks to get up the staircase to our 4th floor room, but we made it. As soon as we got back in our room the alarms started going off inside rooms on the 3rd and 4th floors only. After a half of an hour, we call down to earth inquire, and the front desk was totally clueless about the room alarms. This was a 4+ hour total event. People were outside for hours. A good manager would have put some bottled water and chairs outside to help the customer experience. The only thing we were told was that it was resolved and promised that it wouldn't happen again Next morning, 7:45 am, guess what? Yep, alarms. Good lord, a maintenance man said that he warned the manager that it was a horrible time of day for such maintenance. Oy vey!
So, I went to speak with manager, Adam A. Rude, uncaring, and hateful is all that I can say. He tells us that our room was not totally comped, but rather two of our four night stay. Now I know that it seems like a lot in compensation, but Andrew offered it immediately and after all of the later issues, we felt it deserved. Guess what?? Andrew later lied to our faces, saying he never said this! I was beside myself.... don't lie to me! So, I went down to the desk, and requested that Andrew swear on the Bible. Adam refused to call Andrew out front and said he was going to call the police on me! I asked what the charges would be, and he certainly must have felt foolish. Seriously? For being unhappy, honest and direct?
I have been a Travel Director for two major travel firms during a 35 year career. Both companies have been updated on this situation, and advised NEVER to book this hotel. I need to say that I never yelled or cursed at anyone. Did I speak in a determined tone? You bet. If this was one of my clients, I would have had to reimburse them for this fully because of all of the issues.
Breakfast griddles are a bad joke. Plastic Fisher Price eggs would have looked and tasted better! We saw big burly men looking under lids for a real breakfast. To their defense, the weekend breakfast was different, and offered more of the selection you would expect at a Hyatt property.
Oh, and trains run all night out the back of the hotel.....choo choo.
I am happy to read good reviews, and glad that you had a better experience than we did. It is a new, fresh hotel. Too bad so many things are wrong, starting at the top. Sure wish we had been treated like the Hyatt Gold members that we are.
Marriott properties, you will be my go to hotel for person and group bookings.