I am writing to share our unfortunate experience during our recent stay at your hotel, which significantly deviated from our expectations based on the positive reviews we had read. We traveled for 12 hours from New York City to reach your location, only to encounter a distressing situation upon check-in. Upon entering our room, we were alarmed to find roaches scattering throughout the space. We promptly reported this issue to Lydia at the front desk, who did not provide the level of customer service we anticipated. She suggested relocating us to another room in what appeared to be an equally infested building, which was unacceptable to us. We requested a refund due to the unsatisfactory conditions, but were informed that this was not an option. Lydia offered to contact a manager, but the response was inadequate and left us feeling ignored. Additionally, while speaking with Hotels com, we learned that the hotel had already processed the payment and deposit, and they indicated that only your establishment could authorize a refund.
Regrettably, during our time in the lobby, we also observed a roach crawling across the floor, which only added to our discomfort. Lydia's comment about needing to endure uncomfortable situations to resolve issues felt dismissive, especially when I inquired whether she would be willing to stay in a room infested with roaches. COMPLETELY UNACCEPTABLE! We are requested a full refund on the two rooms we paid for.