I rarely leave negative reviews, most of mine are positive, but this stay was unacceptable.
My wife checked in close to 5:00 a.m. after a delayed flight for a three night stay meant to be relaxing. The room was freezing and the heat did not work, there was a bug on the bed, and the walls were so thin she could hear everything next door. She tried to make it work by sleeping on the couch for about 2 to 3 hours, then left before 8:00 a.m. to salvage the day.
I called to report this before 9:30 a.m. The front desk rep refused to give her name, saying she did not have to, said she had a line of people waiting, insisted it had to be reported in person, then put me on hold and ultimately hung up. I called back, gave management a chance to rectify because I do not enjoy leaving negative reviews or opening disputes. The response was policy and no meaningful resolution.
This could have been handled with basic hospitality. We will not return.