This hotel is extremely outdated. The building, elevators, and rooms all feel old and poorly maintained. The carpet was worn and dirty, which should have been an early warning sign.
Check-in was fine at first. However, after returning from dinner later that night, we walked into our room and found a large flying cockroach. This is completely unacceptable and a serious cleanliness issue.
Because it was late at night and we had no other immediate options, we went to the front desk to complain. They moved us to another room, calling it an “upgrade,” but it was essentially the same old, worn room. The experience left us extremely uncomfortable, and we did not sleep at all, worried about encountering more cockroaches.
The next morning, we spoke with the supervisor, who showed no sympathy or concern for what we experienced. Instead of taking responsibility, he offered either one free breakfast for one day or 10,000 Bonvoy points, which is insulting given the severity of the issue. When we requested a full refund, we were given a hard time and met with resistance.
We ultimately had to contact Hotels.com ourselves, and they were the ones who helped us obtain a partial refund — not the hotel.
This property has serious cleanliness problems and very poor customer service. If you value hygiene, comfort, and being treated with respect when issues arise, I strongly recommend staying elsewhere.