Carmen N
September 7, 2024
Staycation turned to nightmare! Started at check-in, The front desk agent is should not only no how the facts about the property and no the logistics of their job, more importantantly the should have impeccable customer service skills or at the least be engaging, polite and smile. The female that checked me in was none of those things, As I am standing at the counter she called someone and asked if a specific room was clean. I am only assuming that the person on the other end replied, "yes" because that is the room I was checked into. When we walked into the room, the first thing I noticed is the large sliding glass doors have no window covering. As begin putting my things down, the freezerwas dirty, the top of the refrigertor, looked as if had not been wiped off in months, there tracks of both sliding glass doors were black with dirt (not sand dirt), the shower tiles along the bottom were covered with mold. I live in Florida and due to the humidity mold grows quickly, but this was not one day of mold and these are cleaning products that can be used in Florida so that mold does not grow in the bathroom. I found pillows stuffed behind a chair in the bedroom, there were only 2 pillows on a King size bed. I found a large bug in a window sill. The floor had not been swept or mopped anytime recently. I have attached a picture of the amount of lent that I removed from the dryer. Most everything I have mentioned was a cleanliness issue and unsightly, the result of being lazy and careless could of started a fire. You will also see a photo where the transition stip between the bedroom and bathroom just laying on the floor, now the guests and the property owners could have a serious safety issue. My husband imeditaly went to the office to complain a diiferent front desk agent was on duty and she said the she did not speak english, (in english) and was unable to help us. I went to the foffice before check out this very front desk agent person was not accomidating at all. I was told I had to reach out to the sister property, she would make a note. I watched her write 2 sentences. When I called the sister property there was not a manager on duty and the GM was not their either. This use to be a nice property, and the people were great. I am not sure what has happened but, I feel like i was robbed of my hard earned money, their is an expectaion standard when someone spends money especially when it is with the hospitality industry.