"This was the worst experience I've ever had at a hotel. The staff were extremely rude and unhelpful. First of all, they gave us a Queen room, though we booked a King room. Then, after entering the room, we found out that the toilet wouldn't flush. We immediately notified the front desk, but they did not fix it that night, saying they couldn't find anyone to fix it, and told us to use the lobby restroom in the meantime. Even the older front desk representative told us we could just walk out if we didn't like it. Even though they gave us the wrong room and a broken toilet, they made it seem like it was our fault. It's also hard to believe that a hotel this big doesn't have any emergency maintenance staff.
However, the next morning, we went back to the front desk because no one had followed up with us. The woman at the front desk immediately became defensive. She acted like she didn't know about the issue and basically tried to gaslight us. First, she claimed that being given a different room type wasn't a problem at all. Then she suggested there was nothing wrong with the toilet, as if we were making it up, and even tried to teach us how to flush a toilet. I can't believe any hotel would treat its guests this way. Eventually, she agreed to send maintenance, and the toilet was fixed. She also said they'd give us a 25% discount, though I have my doubts we'll actually see it.
While I appreciate the maintenance staff's help, the way we were treated was a terrible experience."