2/10 Terrible
HeavenLee
Traveled with partner, Traveled with family
Jun 6, 2025
Disliked: Cleanliness, staff & service, property conditions & facilities
After a 12-hour drive, I arrived expecting a clean, comfortable place to rest. What I encountered instead was an appalling lack of cleanliness and professionalism.
The first room I was given was in terrible condition: there was garbage on the floor, stains on the bed, an unclean bathtub, and a visibly dirty lounge chair. It was also obvious the floors had not been vacuumed. Additionally, I had booked and paid for a suite, yet I was given a standard room. When I brought this up to the front desk, I was informed no suites were available. I was eventually moved to a larger room, but it still was not the suite I had reserved—and it was just as dirty.
In the second room, we found cosmetic items stuck to the bathroom mirror, a bathtub that looked like it hadn’t been cleaned in days, and most disturbingly, three dead bugs inside the bed covers. We felt so uncomfortable that we chose not to stay in the room at all.
When I asked management about a refund, I was told that refunds are not given—despite the fact that the room was clearly uninhabitable and we did not stay there. I find this policy unacceptable given the circumstances.
I am formally requesting a full refund for this reservation. I did not receive the room I paid for, and what was provided fell well below even the most basic standards of cleanliness and hospitality. I expect your team to review this situation seriously and respond promptly with a resolution.
HeavenLee
Stayed 1 night in Jun 2025
