I am writing to express my extreme disappointment with my recent stay. My expectations of a comfortable, hassle-free experience were significantly let down due to the hotel’s lack of attention to guest concerns and a surprising absence of care from certain members of your team.
The primary issue stemmed from a clogged drain in our shower, which caused water to accumulate at the bottom, nearly flooding the shower area. This problem limited our ability to shower and forced us to ration water usage, creating an inconvenience for everyone in my party. I immediately reported this to the front desk, and while a facilities ticket was created, no action was taken to resolve the issue until after we checked out. Not only did we miss the use of one of the essential amenities, but we were also denied any meaningful accommodations to ease the inconvenience.
What was especially disheartening was the lack of empathy shown by the front desk staff, particularly by Alexis, whose response was dismissive an it did not make up for the fact that we missed our dinner reservations and forfeited our deposit while waiting on assistance. With no update on the repair, we had to go to our concert hungry.
The following morning, instead of relaxing, I was again forced to spend time on the phone, essentially pleading for staff to address the shower drain issue so we could shower before checking out. As a guest who paid in full, regardless of the booking method, I deserve the amenities we paid for.