We checked in around 4:00 Friday (3/28) and the check-in process was fine. We got to room 573 and there was a partially used water bottle on the counter, a tissue in the waste bin, and 2 dirty towels on the balcony. There were no wash rags in the room, but it seemed like the bed was made. The toilet paper roll wasn’t fresh.
We woke up Saturday (3/29) morning to a piece of chewed gum on the floor that one of our dogs had found. None of us had any gum and our dogs could have choked. At this point, it was not clear that the room was ever actually cleaned. So that was a nice thought. I went down to ask for the manager and the employee said Jason would show up around 3:00. I went downstairs at 3:30 p.m. and spoke with Jason. Jason didn’t seem like he cared. I don’t care much for Jason.
Jason said he’d give me a slightly discounted rate for a night and that someone would be up immediately to clean the room. Jason said he would radio the cleaning staff immediately and that me, my wife, and my dogs should leave the room so they can clean it. At 3:38 we left the room. At 4:00 we returned to the room, and nobody ever came to clean the room.
I have stayed at this exact hotel a few times and I have had good experiences, and I have left good reviews. But I won’t be staying at your property again. I may move away from the IHG brand entirely. I will advise clients and friends to stay away from this property.
I would have waited on Friday if the room wasn’t ready, but instead I guess a dirty or semi-clean room is adequate customer service now? This is not a 4-star hotel. I wonder if all the fancy guests on Saturday got semi-clean rooms, too?
Additionally, the coffee machine did not work. The alarm clock had a dangerous wire coming out and did not work. The subtitles on the TV did not work. No microwave in the room.