PLEASE DO NOT STAY HERE! This was one of the most horrendous experiences in my travel history. I remain speechless and shocked with what we experienced and how poorly the hotel has chosen to handle the situation. It will be interesting to see how the establishment will try to rationalize all of this, in their response to my review. Please see the pictures at the end as proof of this experience, the detailed account follows.
My significant other and I simply wanted a clean and safe space to lay our heads, to take a break from the long drive home. We found this hotel and booked through *******. On the outside the hotel seemed attractive and inviting. We arrived and proceeded to check in. To our disappointment and surprise, upon opening the door to the first room we were offered, we found that the room was unclean and had been recently used, as evidenced by the bed linens being in disarray. No big deal, we thought. Things happen, we'll just notify the hotel and swap rooms. The staff were kind and apologetic, they swapped us to a second room. Upon opening the door to the replacement room, we found it was also in disarray, but even worse, used diapers were on the bed (see picture), there was uneaten food on the desk, and trash was strewn about the room. At this point we were too exhausted to be upset, we humbly wanted a reasonably clean place to sleep so we could safely get back on the road and get home. We notified hotel staff and were swapped to a THIRD room. This time the staff accompanied us, he opened the door and his jaw dropped in horror as the third room had two unmade beds with linens splayed upon the desk (see pictures). This third room was also unclean. To our unpleasant surprise, we were given sheets to MAKE OUR OWN BEDS and advised to stay in this room. “It's fine, I'm exhausted, I just need to sleep,” was the only thought I could muster. The next morning we arrived to the front desk to check out. To the credit of the staff on hand at that moment, they were sweet, apologetic, and expressed utter embarrassment with our experience. They promised us a full refund, but that we would need to notify ******* to obtain it. After notifying *******, this was the response I received, verbatim (copied directly from the email),
”Hello Robin, I am following up on your complain. We have contacted Baechtel Creek Inn, Ascend Hotel Collection and addressed your issue but they replied that nothing was brought to their attention from any guest during their stay and no record of any issues so there will be no refund. Should you have other queries, please out to us again. Regards, Chamroy S delcshimrah ******* Customer Support.” I think it was reasonable to expect a safe and clean space to rest for the evening. I am so disappointed in how Baechtel Creek Inn handled this nightmare of a situation. Please save yourself the agony and stay away from here! Photos for proof provided as I am sure the hotel will try to rationalize their decision-making proces
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