"We had a very unfortunate stay here which revealed alot about this property and chain.
Upon check in we discovered the room was essentially not cleaned. The bed linens were changed however there were only a few sheets of toilet paper left with no spare roll, the hand soap bottle was empty, the floors were filthy and the large window was broken and open, allowing easy access to the outdoor balconies/walkway.
There was no hot water also, which, after a long travel day was a huge inconvenience. We patiently waited for it to return but by late evening, we inquired to what the issue was and were told they were looking into it.
The hot water did not return the following day and there was zero communication from staff. When I approached the front desk, the very defensive and unprofessional employee acted as though there wasn't a problem and simply said she will look into it, but was very disinterested and annoyed at me inquiring. The 2 young employees in fact left me standing in front of them for 15 minutes while they chatted casually with no sense of urgency that their guests were all experiencing a problem.
I explained I needed to make a decision for my family(young kids) to move to another hotel since we would need hot water at some point, and I hoped they would compensate for the trouble.
She again was very dismissive and unprofessional as well as unapologetic and said she could not do anything. I asked who and where the Manager was that could deal with the issue of the hotel not having hot water, but also rectifying the issue and to advise arriving guests of the issue. She said she and I could not speak to a Manager as they "are on holidays" and she will not compensate us.
We were quite taken aback at the lack of protocols, professionalism, guest care, and transparency. I advised her that she is selling a service that is not whole, and therefore needs to take accountability for their issues and correct a bad situation. She had zero compassion and was very rude to my family.
Numerous guests were checking out around the same time as us to catch flights and were annoyed, but in a rush to depart. We felt this property was preying on tourists who have quick stays and move on, and the absence of customer care and cleanliness was consistently absent.
I have contacted both the property and head office and have received no responses. This is astonishing that they are running a business this way and is very suspicious to me.
For future guests: hopefully you do not experience issues because should they arise, the hotel is completely incapable of dealing with them and the rude 20 year olds working the front desk have zero hospitality experience."
