I am submitting a formal complaint regarding my recent stay due to serious room maintenance failures and unprofessional staff conduct.
I checked in at approximately 3:00 PM and found the room temperature at 65 degrees. I set the thermostat to 70 with the heat on before leaving. When I returned around 11:45 PM, the room temperature had dropped to 64 degrees, making the room unreasonably cold and unsuitable for occupancy.
I contacted the front desk to report the issue and discovered the in-room phone only worked on speaker mode. I informed staff of both the heating failure and defective phone and requested to be moved to a room with working heat. I also asked that staff meet me at the new room to avoid further inconvenience late at night.
I was told this was “absolutely not an option” and that I could either come to the lobby and possibly be reassigned or remain in the cold room. The attendant was dismissive and ended the call.
When I went to the front desk, security was summoned and I was told I would be removed if I did not “calm down,” despite the fact that I was addressing legitimate maintenance issues and was not threatening or disorderly. I was eventually moved to another room after significant delay. Staff refused to provide their names and later falsely claimed I had cursed at them.
This stay involved a non-functioning heater, a defective phone, refusal of reasonable accommodation, and inappropriate escalation to security.
I am requesting a full refund for my stay