Shannon W.
1/5
THIS HOTEL NEEDS TO BE SHUT DOWN, CHANGE OF OWNERSHIP, and based on reviews VARIOUS ROOMS NEED TO BE DEEP CLEANED AND/OR RENOVATED.
We booked this hotel through priceline for a 3 day stay. When we first got to the room my family and I took a nap, left for food and came back. Upon return when we finally went into the bathroom and that's where our stay went south after we discovered the room condition.
Upon inspection of the room we discovered what appears to be developing black mold in the ceiling. The bathroom ceiling also had multiple dry sagging pockets of paint/dry wall which further leads me to believe water damage was present at some point and not properly assessed/remedied, if not still potentially active.
Upon further inspection of the bathroom we found the toilet unclean with a potential scum ring indicating it had not been properly cleaned in some time. The bathtub was in similar condition with active rust around the drain.
The laminate floor in the room showed signs of wear and warping which leads me to believe the flooring is either outdated or in its condition from previous water damage. The floor was not swept or properly cleaned as my 4 year old had found random finger/toe nails that were absolutely not any of ours.
Additionally we found that the furniture was worn and/or broken with table leg supports missing, damaged wood side wall of the dresser, as well as broken outlet covers and the lock on the door was broken.
Though this was only our experience in our room, I would reasonably assume there may be other rooms in similar condition.
We talked to hotel staff about a refund but that we would gladly pay for the 1 night we stayed. They were polite and offered to give us another room but we were not interested in staying after what we were presently dealing with, especially while having two small children. We were given a back and forth about the hotel manager and priceline having to concur that a refund was appropriate. Hotel staff told us the manager wouldnt be back until monday. Priceline ultimately told us that it was up to the hotel manager for a refund. After being on the phone with priceline and them talking to the manager we were informed we would get a refund for the remaining days. Luckily, I had asked the desk attendant for a checkout receipt that reflected we checked out the very next day for a total of 1 night stay. Low and behold, days later we are still charged the full 3 day amount so I called priceline again and they reached out to the manager and priceline informed us that the manager had chosen to refund our ONE DAY stay and charge us for the other 2 days we weren't even there for. (We booked out remaining time at La quinta) Priceline refunded the 2 day charge from Baymont to us as a courtesy which is greatly appreciated but priceline shouldn't be out of pocket for the hotels short comings or changing their position on what we were told they would do. Priceline had confirmed they spoke with the hotel manager, my wife called the hotel immediately after our talk with priceline to speak to the manager to try and rectify the situation, but conveniently the manager had "just left."
When you are in the customer service industry, if you are well aware your facilities are in need of maintenence to the point they pose concerns to the guests to the point they don't feel comfortable or safe, that is not the customers problem to fix, that is the establishments problem let alone their property to maintain.
Based on other reviews, it's evident we are not the first customers to deal with this kind of service from this hotel. Unless the areas of concern are corrected, I would stay away from this hotel indefinitely.
