4/10 Poor
Catherine
Traveled with group
Sep 7, 2025
Liked: Cleanliness
Disliked: Staff & service
A friend and I booked a room with 2 single beds and got a room with 1 bed. When I called the front desk they advised preference of beds is never confirmed and because of being under renovations, they didn’t have 2 single beds available. We made do. The 2nd night we were in be early & while in bed a man entered our room with a key card. He seemed confused and mortified. We were SO RATTLED! We called the front desk who informed us that somehow they mistakenly gave him a key card to our room. They apologized but didn’t seem to be overly concerned about it. I expressed my shock and concern and they offered to replace our room key cards to “avoid this from perhaps happening again”. When the security? fellow gave us new key cards he said sorry and handed me a bottle of wine. I was still in shock, grabbed the keys cards and wine and closed the door. We couldn’t get over the fact that 1) the hotel could let this happen. 2) that they wouldn’t have expressed seemingly more genuine concern for the mistake and 3) they didn’t offer compensate us in ANY WAY to demonstrate their remorse in breaching our safety and privacy. I messaged them to say I recognized that mistakes happen but that I was disappointed given the seriousness of the mistake, that their solution was to give us a $14 bottle of wine (which I left behind). They relied by saying that “mistakes do happen”. Only after I said I’d be writing a complaint did they say that a report would be sent to a manager and that I’d get a call.
Catherine
Stayed 2 nights in Sep 2025
