Upon check-in, our room looked used and outdated, and had a moldy odor in the corner near the bed, but we were only there briefly to unload the car before meeting family. It was after 10pm when we learned the carpet outside the utility closet (housing the AC unit) was saturated. We reported to front desk, and were told there weren’t any other rooms available to switch us into, but they could move us after other guests checked out the next day. We stopped at front desk multiple times the next morning/afternoon, with Ms. Joy repeatedly telling us she would let us know which room would be ours once housekeeping notified her it was ready. We were in the room from 1pm-5:30pm, with no other contact from Ms. Joy. At 5:30, Ms. Joy was gone, Ms. Ali was at the front desk, and advised the whole hotel is booked up, except 2 rooms without AC, so once again, we are stuck in this room that’s exacerbating my allergies. We ask for a manager, and are told Tom won’t be in until Monday (it’s Fri), but here’s his email to complain/req a refund. Other issues to note: heavy dust on intake vent & all around door to utility closet, at least 2 baby roaches, unfinished ceiling repairs, dirty ADA seat in tub, breakfast a fraction of the food advertised, pool closed without notice, door key doesn’t gain entry to hotel front door after hours. Thankfully, Hotels.com refunded us in full.
