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Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
88%
Recommend This Property

Overall Experience

4.3

based on 468 reviews
88%
Recommend This Property

Ratings Breakdown

468reviews

  • 5 Stars
    281
  • 4 Stars
    115
  • 3 Stars
    29
  • 2 Stars
    24
  • 1 Stars
    19

Toilet water flood from upstairs, Unconcerned and Bothered Staff

By

November 21, 2017

club

It began with a very friendly late check in with a prior reservation. The quick service was nice after a long drive. I was with my wife and two daughters for a birthday trip celebration stopping to stay in a nice place.
We found it strange that everything in the room was unplugged (T.V., Fridge, Lamps and clock).
I plugged in what we needed and went right to sleep thinking housekeeping just forgot to plug them all back in. I did not realize until later that it was a warning sign for a nightmarish night to come.
After two hours of sleep 1 a.m. I partially wake up feeling my feet wet. The room is pitch dark and I think I am only dreaming and go back to sleep. 3 a.m. I wake up with my sheets wet up to my knees and shivering. I feel around and my wife's side is dry but I can hear a fast drip.
I quietly turn on the lights and see the bubble of water dripping down right over me. I get up to a puddle of water and try not to wake up my tired family until I talk to a manager. I call down to no answer.
I slip on a pair of shoes and quickly go downstairs to find someone to tell them and get a new room.
No one came to the desk until I used a cordless phone with a note to call.
At first she laughs when I tell her our ceiling was leaking. Interrupting "Oh you are not the only one."
With no other concern and a smile on her face, she prints me out a check out receipt as if she thought I was just leaving, not noticing my wet legs.
I tell her that I am not checking out, I just need a new bed because the one I was sleeping in is soaked.
"You want a new room then?" she asks.
I remind her that we checked in a few hours ago 5, after a ten hour drive and it is still 4 something in the morning.
Now a little bothered by my needing a new room, she quickly sends us to one of the rooms almost right above us, one floor up.
We are not warned that the hallways outside in front of our new room were flooded and our kids in sox would be trudging through three inches of toilet water to get to our new room.
We gave the kids a bath in our new room around 5 a.m. and could not go back to sleep leaving me to drive another eight hours on four hours of sleep.
No sorry for the inconvenience or anything was given until check out and a different person was unaware of
what a terrible experience this was.
I reminded her that the reason we were charged for one room and used two was due to the flood in our room.
I'm sorry was it... and forced, since reminding her of the problem seemed much more of a problem to her than the dripping sewage I was soaked in for hours.
I was charged full price for a partial night sleep up to my knees in sewage water.
When we checked out around eleven and the hallways were still flooded and no sign of a plumber or fans to dry up the mess. I can only imagine the damage done to the ceiling and walls and without a crew to clean it up and THE MOLD that will be growing in this section of the hotel after hours with toilet water puddled on the third floor.
This was just this morning beginning around 1 a.m. 11/19/2017.

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