I am writing to express my extreme disappointment and concern regarding the condition of the room my husband, our 7-year-old twins, and I checked into last night.
Upon arrival, we walked into a room that was completely unacceptable:
No towels
Sheets that appeared unchanged
Food and crumbs on the floor and inside drawers
No phone in the room to reach the front desk
I attempted to call down multiple times with no answer. ******* also tried contacting the hotel on my behalf, but they too were unable to receive assistance from anyone on staff.
When I spoke with Margaret, she was wonderful and understanding. She assured me the room would be fully cleaned and stripped with fresh linens, and she also provided a $70 credit, which I would like confirmation or a receipt for.
I left the room so housekeeping could take care of the issues, only to return—while trying to get ready for the Polar Express—to find that nothing had been done. I was then told by a woman with glasses that the room could not be touched because my belongings were inside. I have never heard of such a policy, and if this is your procedure, I should have been clearly informed earlier.
When I went back to the front desk to address this, the same woman was dismissive and rude, stating there was nothing that could be done. Another staff member with blonde hair apologized but explained that no resolution could be offered until Margaret
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酒店回复: Hello, we are very sorry to hear your experience. However now the green granite is now under new management with new employees, that being said our new standard is miles above what the previous used to be, we hope you will come back and see the new difference on what the property has to offer!
工作人员非常友好和热情，酒店位置去北康威也很方便。
去年住得很棒，但今年体验太糟糕了。我们入住时，他们没告诉我们室内泳池关闭了，也没说早餐时间。我们进了房间，门感觉像是有清洁工在里面，但当我们把东西放进去时，发现门关不严也锁不上。我们打电话给前台，他们说会叫维修人员，但维修人员一直没来。我们带着贵重物品和宠物狗，所以第一晚我们没法出门，尽管我们有票。我们告诉了前台，他们只说已经叫了维修人员，希望能帮上忙。然后我们想直接退房，因为住在一个谁都能进的房间还有什么意义？但他们说不能退款，也没有经理在场能给我们退款，这样我们就没法去别的地方住一间门能关上的房间。我女朋友把门框里坏掉的金属弄了一下，大约6个小时后，我们终于能关上并锁上门了，但前提是我们需要和门较劲，我得使劲往后推才能锁上，这非常不方便。但那时候已经晚上9点半了，我们错过了演出，而且一切都关门了。我们试着给前台打电话，想告诉他们门我们搞定了，不用再派维修人员了，但没人接听。我们看着电视，突然停电了，电视也失去信号。我下楼去前台，那里没人，只有震耳欲聋的音乐声。然后一个男人从沙发上走过来，他正和一个女孩在一起。我说我们门搞定了，请不要再派维修人员了，他说老实说，你在这的时候维修人员是不会来的。然后我告诉他电视的问题，他只说他不是这里的人，不知道怎么弄电视，但他提出上来看看。当时已经晚上10点了，他也不懂，我就说算了。房间里冰箱里有一个塑料袋装着的冰块，浴室地板上还有一张超市传单。大楼入口处的垃圾桶垃圾满溢，苍蝇到处飞，周一整天都是这样。今年这次体验，压力比放松多太多了。
员工很棒，但酒店设施需要改进。房间里一半的插座都不能用。空调不够冷，淋浴喷头松了，需要摆弄好几次才能调节水温。浴室很脏，房间天花板上有之前漏水留下的污渍。
不要相信漂亮的照片
床垫又旧又破，我们睡得腰酸背痛。房间里没有微波炉、咖啡壶和吹风机。我们前一周也住过这里，当时床很舒服，房间里有舒适的床垫、微波炉、咖啡壶和吹风机。真不明白为什么这次的房间这么糟糕。而且他们还收了我54美元，说是万一我们弄坏了什么。真的吗？
我们没在那里吃早餐，所以不予置评。停车很方便。通往走廊的门坏了，所以只能找前台帮忙或者用棍子撑开。房间不干净。床很舒服。工作人员很乐于助人。
房间还可以，但没什么特别的（装修、状况等等）。早餐有待改进，都是些普通的早餐（预先做好的炒鸡蛋、硬邦邦的煎饼等等）。
员工非常不专业。安排的房间床铺没整理，灯也坏了。最后换到的房间条件很差。非常失望，以后绝不会再住这家酒店。
第一天温泉浴池坏了，第二天太热，没人能进去。
Hello Jennifer and Margaret,
I am writing to express my extreme disappointment and concern regarding the condition of the room my husband, our 7-year-old twins, and I checked into last night.
Upon arrival, we walked into a room that was completely unacceptable:
No towels
Sheets that appeared unchanged
Food and crumbs on the floor and inside drawers
No phone in the room to reach the front desk
I attempted to call down multiple times with no answer. ******* also tried contacting the hotel on my behalf, but they too were unable to receive assistance from anyone on staff.
When I spoke with Margaret, she was wonderful and understanding. She assured me the room would be fully cleaned and stripped with fresh linens, and she also provided a $70 credit, which I would like confirmation or a receipt for.
I left the room so housekeeping could take care of the issues, only to return—while trying to get ready for the Polar Express—to find that nothing had been done. I was then told by a woman with glasses that the room could not be touched because my belongings were inside. I have never heard of such a policy, and if this is your procedure, I should have been clearly informed earlier.
When I went back to the front desk to address this, the same woman was dismissive and rude, stating there was nothing that could be done. Another staff member with blonde hair apologized but explained that no resolution could be offered until Margaret