I booked this room for a getaway with my boyfriend Feb 17-18. Was excited about the whirlpool suite. Walked in, there was hair in the bathroom & in the microwave. The whirlpool looked a bit unappealing but was happy to use after cleaning it (and happy it was actually the room we booked online). We asked front desk for cleaning supplies (understood they wouldn’t give us any) & ended up going to the gas station for lysol spray. After mentioning the things in the room, the front desk staff (FERNANDO + other) offered to switch us to a different room. We went to check it out (room 204) & the whirlpool looked a bit dirty so we elected to keep the room we originally had. Aside from that ordeal, the front desk said our fire alarm went off, but we were watching Netflix & relaxing while the front desk staff then Fire Department knocked on our door. We offered for them to come in & both elected not to. We then went downstairs & told the front desk staff (around 1-2am) that we weren’t smoking. FERNANDO told us that we absolutely were smoking (that’s the only way the alarm would go off) & that he would charge my card & that he could kick us out. He was very rude to us & visibly flustered. Not an ounce of customer service. Was angry with us from the moment he saw us. He stated if housekeeping found anything, he would charge the card (illegally) - WHICH HE DID, keep reading. We went upstairs to try to enjoy the rest of our night but it was already completely ruined. The next morning I heard the alarm (the one in the hall that alerts the front desk what room it is). About 30 minutes after, maintenance calls our room. They told us the alarm alerted them (once again) that it was our room. I told them to come in & left the door cracked until they arrived. They both verified it was no smoking-tall Black (male maintenance guy + white housekeeper) we were sleeping anyways. We then hurried to gather our things so we could leave. At checkout, we notified day staff of our problems, who verified “Hector” (a part of night staff) does not have great customer service. They apologized, however FERNANDO went ahead & put that smoking fee charge on my card before we even checked out for the morning (ILLEGALLY)! The manager (white blonde lady) + front staff (Scott I believe) took the charge or charges off. Had I not mentioned it, the charge or charges would’ve still been on my card (illegally). I was very let down by that. This is completely unacceptable all around & not once were we rude, even made sure the room was cleaned to avoid further malicious (illegal) charges. We did not get offered any type of compensation, only apologies. Room 303 is where we stayed. We truly did go there just to have a good get away in Columbia. I’m 26 & travel all the time, as well as have manners + respect for spaces especially ones I spend money to rent. My boyfriend is 30. I'm not sure if staff thought we were kids, incompetent or what.
滿意
94 評價