It took about 45 minutes to check-in. We had three reservations which seemed to confuse the gentleman. He ended up telling us to go sit and wait for 5 minutes while he finishes. While we were waiting, he proceeded to check-in two other families and gave them keys. After 10 minutes, we went back to the desk to ask for our keys and he was clearly annoyed and finally issued our keys. Then one of the rooms, the bathroom was flooded. When we went back downstairs to ask for another room, the same gentleman told us that he'll send someone to fix the leak but there's nothing else he can do despite the carpet being soaked.
One day, I left a bag at the pool, and when I went to ask the front if it was turned in, they told me to ask Guest Relations at 08:00 the next day. Next morning, I stop by at 08:00 and they weren't open. The front desk lady told me to come back at 09:00. I come back at 09:00, and the same lady tells me Guest Relations is closed for the day and to go to another neighboring hotel to ask about the bag. Walk to the next hotel, they can't help me and told me to wait for Guest Relations. I walk back and Guest Relations was open. Completely disorganized.
On the last day, my nana was about to enter the elevator and slipped and fell. The floor was wet as the cleaning lady just mopped and did not put up a sign to caution guests. She was taken to the hospital and had two fractures in her pelvis. The front desk did nothing. Guest Relations did nothing. We were told the hotel manager will email us as there was no manager on shift. How does a hotel that size have NO manager working? We received an email saying the hotel is not at fault and the floor had not been mopped yet (per the cleaning lady). We have two witnesses who confirmed the floor was wet and just mopped. The sheer negligence, disorganization, and lack of responsibility of the front desk and Guest Relations is the reason we'll never return.
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