At check-in, the staff was unprofessional. The gentleman assisting me seemed new and in training, while the female staff member was rude to both a guest and her colleague. Her attitude and tone were inappropriate, especially when explaining paperwork.
The room had multiple issues: unsecured furniture, a lack of outlets, excessive dust, and a dried substance resembling snot on the wall. Additionally, the bed was smaller than expected, measuring as a Full XL instead of the booked Queen.
At checkout, staff mishandled the refund process. The female employee was defensive and argumentative about the bed size and incorrectly insisted that the third-party booking service was responsible for the refund. After failed attempts to reach Hotels.com, she finally called them and was informed that the property was responsible. She continued to argue before calling a manager, who immediately processed the refund and addressed my concerns professionally.
The overall experience was disappointing due to poor customer service, lack of cleanliness, and staff training deficiencies.