"Great hotel, but a very disappointing first night
This hotel could have easily been one of the best hotels we stayed at, but our first night was extremely disappointing. At check-in, we were initially given the room we had booked, but the reception staff changed our room while the bellman was taking us there. When we arrived at the new room, I was shocked. It was dirty, smelled terrible, the shower had mold, the toilet was filthy, and one of the two beds was broken. When I called reception, I was told that this was the room we had booked, which made the situation even more frustrating.
We contacted Expedia immediately. We were exhausted after traveling all day and dealing with a delayed flight, so we stayed that night with the intention of leaving the next morning and requesting a refund.
Thankfully, the next morning the hotel contacted us, apologized, and immediately offered us a room change, a restaurant discount, and even a written apology. We were given the room we had originally booked, and it was completely different, clean, comfortable, and exactly what we expected.
I’m not sure if Expedia contacted the hotel or if management realized what happened, but I appreciate that the hotel took responsibility and made up for the mistake. Most of the staff were very friendly and helpful. Unfortunately, the experience with the first night receptionist left a very negative impression. Without that first night mistake, I would have highly recommended this hotel."
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