During our stay last weekend, there were small pieces of broken glass by the desk/chair area in our room. We only noticed this when I sat down in the chair last night and cut the heal of my foot.
When I called the front desk that night, I let them know about the issue and they said the room would be noted for a deep clean.
After the call, we noticed several more pieces of glass on the floor and I called back requesting a new room, unsure of how many more pieces were on the floor. I was told there were no available rooms.
I confirmed the next morning with the front desk that our room would be deep cleaned, but I was disappointed that this issue did not seem more urgent to address and that I could not speak with someone in a supervisory role directly that morning. I was given a card with an email, which I reached out to with this information. I emailed on a Saturday and followed up twice and still have not received a response.
The most surprising thing was that when I went to check out from the room and looked to make sure nothing was left behind, I looked under the bed, only to notice a personal item from a previous occupant. The room had clearly not been “deep cleaned.”
The lack of responsiveness and responsibility for this is highly concerning and unusual and any visitor should be aware of this.
In general, the hotel is beautiful and in a great location. But the literal lack for customer care, especially for the price paid, is exceptional.
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