10/10 Exceptional
November 28, 2024
A bad start to a nice experience ending
We didn't get the option to choose a specific room like the ones that are shown on the web page where we booked. The room that we were sent to was really bad in condition.
The restroom was in really bad condition the faucets were really ugly dirty and loose there were roaches cockroaches behind the metals of the sink and the tub and the drain.
There were roaches coming out of the couch that is a sofa bed. Our arrival was at 3:45 a.m. and we instantly ran to give our complaint, the customer service that we received from then was absolutely astonishing. Respectfully we were heard and instructed on how to submit the complaint online through the hotels.com company that we booked through. And our family was offered the next morning before we were turning in our key to leave the hotel. A very kind gentleman helped us out to get a different room which was better in condition 90 times and there was only one roach found, the kitchen sink was a bit clogged, and the sofa bed was dirty but the mattress on the sofa bed was really clean and good condition. The inconvenience was saved by this kind gentleman for us to stay the full week at a better room. It was very satisfying that our complaint was Heard and they resolved our issues. Our family has agreed to come back to this place next year.
They have nice food spots near by.
We didn't go to any amusement park this time of year. I was unable to upload any pictures. If you don't like what you see in the room, just go and inform the front
Ramona
Ramona, 5-night family trip
Verified Hotels.com guest review
