During my recent stay, I encountered several issues that I feel compelled to share. Upon check-in, I found the rates to be unusually high for the area, which raised my expectations regarding the quality of the accommodations. However, upon inspecting my initial room, I discovered that the bathroom floor and shower area were noticeably unclean. I brought this to the attention of Ava at the front desk, who responded promptly and professionally by relocating me to another room.
Unfortunately, the second room presented a different issue—small black bugs were visible on the floor. Once again, I reached out to Ava, who was very understanding and connected me with the manager, Martha. Martha handled the situation with great professionalism. She was courteous, apologetic, and assured me that the matter would be addressed before my checkout. True to her word, she followed up and provided a partial refund as we had agreed upon.
However, my experience with Expedia, through whom I initially booked the reservation, was disappointing. I was informed that I would be granted a free night due to the inconveniences experienced. When I later noticed that the complimentary night was not reflected in my reservation, I contacted customer support again—only to find that the previous chat and the associated promise had mysteriously disappeared from the system.
While I appreciate the responsive service provided by the hotel staff, particularly Ava and Martha, the lack of follow-through from Expedi