"My room was clean, quiet and comfortable. Check in staff was professional. This hotel claims that it is smoke free (cigarettes, vaping, pot) Someone on my floor ignored/didn't care about the regulations because they were toking away. This was brought to the attention of the staff more than once and by multiple guests.
But it you like your room and stagnant, you're in the right place. On the second night of my stay, my heating and cooling unit went out about 12:30.. I waited an hour to see if it would come back on. It did not. I called down to the desk to have someone check it out. The gentleman from the front desk came up and looked at it, and confirmed it was out. I asked to be compensated for the evening; he wanted to move me to a new room at 1:30 am. At that point, I just wanted to sleep, so he said he'd leave a note for the manager.
Checking out the next morning, I repeated all of this to the checkout person. She offered an apology and said there was no maintenance person on staff at that hour, which is understandable. There was no offer to make it right.
I sent an email to the manager, explaining the situation. She was sorry about everything, but again, no offer to make it right. I responded, letting her know that in my mind, the staff did not resolve the issue. I haven't heard back from her. All of this to say that customer service is lacking from the top down."
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