"I rarely leave negative reviews, but this experience warrants one.
At no point during the booking process was there any disclosure that the hotel was undergoing major construction. Had this been communicated honestly, I would have chosen to stay elsewhere. Guests deserve transparency before making a reservation.
The problems began immediately. One elevator was completely out of service, and the remaining elevator was unreliable. Throughout the property there were obvious maintenance and safety concerns, including electrical outlets hanging out of the walls. Dirty laundry was left sitting on the front desk counter overnight, creating an unprofessional and unsanitary first impression.
The most disturbing incident occurred outside the hotel’s entrance, where an individual was openly injecting heroin. Seeing this directly outside the front door was alarming and significantly impacted any sense of safety.
To make matters worse, the breakfast we paid for was not even served at this hotel. Guests were required to walk across the street to a sister property, only to discover that it, too, was under construction. The breakfast experience was inconvenient and far below expectations.
Having spent more than 40 years in the hospitality industry, I understand that renovations, maintenance issues, and unexpected challenges can happen. What is unacceptable is the complete lack of communication, transparency, and respect for guests. Good customer service is built on setting proper expectations, maintaining safe and clean facilities, and responding professionally when circumstances are less than ideal. Unfortunately, this property failed on all counts.
This was one of the most disappointing hotel experiences I have had in decades. I cannot recommend this property until management makes significant improvements to both the physical condition of the hotel and, more importantly, its commitment to honest communication and guest service."
