I have never felt compelled to leave a review about any property, but unfortunately this property has left me no choice.
I reserved 3 rooms for 3 nights. Staff at check-in were quite nice, but it was downhill from there.
Upon entering our rooms, we noticed stains on the floors and the beds. One of the rooms had fecal marks on the floor, one had blood stains on the floor, and two had blood stains on the bed.
Upon noticing this, I contacted Expedia (who were extremely unhelpful in their own right). Immediately after flagging to Expedia, and within 45 minutes of having checked in, I spoke to the concierge about the issues. One staff member, Mohamed, came up to inspect the rooms with us and acknowledged the unacceptable condition. However, at no point did he or his colleague offer to clean the rooms or switch them out, and we wouldn’t have been comfortable with that arrangement anyway given what we saw. The staff assured us they would work with management to secure a refund.
Astoundingly, management responded extremely defensively, suggesting that my complaint was unfounded given their 9.4 rating, as if one’s rating makes them immune to mistakes or accountability. They then accused me of sending photos in of linens that did not match their sets when I hadn’t sent any photos. That really upset me.
The stark contrast in accounts between concierge and management is mind-boggling. I am very disappointed and do not recommend stays here.
