I submitted a complaint for this issue but, have not heard back. So, here's my review. Short Version: They changed my reservation without notification and they don't clean rooms properly. Hair strands and pee all over the bathrooms!
I submitted a complaint for this issue but, have not heard back. So, here's my review. I booked a King Study room that totaled $393.05. When I arrived at the hotel, around 8 pm on 2/20, I went to the front desk due to my room number not showing when I checked in on the app. The receptionist provided my keys to Double Queen accessible room. I asked about the room change and the receptionist stated that there were no more rooms available, which is weird since I was able to booked said unavailable room online on 2/12. Because it was already late, I decided to stay in the provided room until I noticed a lot of housekeeping issues. I took pictures and showed the receptionist the next morning. Both the receptionist and manager, that worked on 2/21 on morning shift, agreed to switch my room and the manager added that she would add 30,000 points to my membership rewards. After work, on 2/20, I came back to the reception desk and a different lady said that there was a note written but, that no one actually reserved a room for me to change to. She tried her best to accommodate me by switching to the only other room available, another two queen bed accessible room. However, that room also had cleanliness issue which including pee on the bottom of the toilet seat. I took my pictures and then took a wipe I used to wipe the toilet and went straight back to the reception desk. I was again promised membership points. I submitted a complaint online on 2/23 and have not received any attempts from customer service. I looked at my bill and they still charged $393.04 for a type of room I did not stay in. I booked a King study for that price, not a two queen accessible room that I was given after the fact. No notification of reservation change prior! All housekeeping included: Hair in shower, on toilet, mirror, and on bathroom counter. Smears of orange substance on walls. Broken toilet paper holder and the roll just slid on one of the hinges to avoid fixing, dried pee on toilets, lamps that do not turn on. Hotel phone wires not in the wall, pushed dirt and grime in the corners of the bathroom, and dust everywhere.