2/10 Terrible
Tanveer, Plano
Travelled with family
1 May 2024
Disliked: Cleanliness, staff & service, amenities
We had made a two-night reservation through Expedia and were looking forward to a great experience at the hotel. However, our stay was marred by unprofessional behavior from the hotel staff. Here are some of the experiences we had:
- We were given a room on the first floor without a functioning AC or ventilation. We were not informed about the broken AC until the next day when we complained. When we did, the staff told us that the AC for the entire hotel had not been working for weeks. We checked with other guests and found this to be untrue.
- The reception staff was unfriendly and unhelpful when we complained. They could have changed our room, but they showed no interest in resolving the issue.
- When we asked for the manager's contact information to file a complaint, the staff was hesitant and confused us about when the manager would be available.
- We sent an official complaint via email, copying their corporate office. Their response was not a sincere apology but rather an offer to discount the parking fee, which was an insult considering the uncomfortable room we had spent the night in.
- Parking was located at another hotel, and the construction made it very difficult to drag our luggage on the pavement.
- Breakfast was not up to the mark, and we would have preferred to eat elsewhere.
- We are planning to file a complaint with HRT-ankenaevn as we believe the hotel staff misinformed us about the room conditions and available services.
Tanveer
Stayed 2 nights in Apr 2024