155 Mose Coleman Drive,
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The staff's lack of interest in makeing sure the customer was satisifed really made matters worst. We asked prior to housekeeping leaving for the day if room would be cleaned. We were reassured, by...
The staff's lack of interest in makeing sure the customer was satisifed really made matters worst. We asked prior to housekeeping leaving for the day if room would be cleaned. We were reassured, by Joanne at the front desk that it would be. When we returned from our event and the room was not cleaned, we asked Joanne about the room not being clean and she said, well sorry, I'm the only one here house keeping has gone for the day. Any other Hotel Chain would have had the front desk clerk clean the room (I know because the marriott has done it). In addition when asked to have the manager call, she refused. She said she would leave a note to have the manager called the following day. I asked if the manager would be called even on a Sunday (3x I asked) and she reassured me yes. Of course am new person is on shift at check out and she says there is no note to call the manager and she, (Courtney) refused to call the manager on a Sunday. Then when wer were attempting to check out, we kept being charged the wrong rate, even though we were there for a family reunion the rates were all scattered and different. It took over 30 mins to check out because the transactions kept having to be voided and reprocessed with correct rates. The manager was contacted but she never returned any calls or emails.
AND THERE WERE ROACHES!!!!!!
We apologize for the hotel not meeting your expectations. We did have our pest control service inspect the room and has verified the room bug free. We have also taking this as a training opportunity for the house keeping staff to inspect daily to alleviate any future infestation issues. We have also worked with our front desk staff to insure that they are empowered to address guests concerns immediately. Again we apologize and appreciate you bringing this to our attention.
I am generally not a complainer. However, I stayed at this hotel for a family reunion. Initially, I had concerns because I was unfamilar with the chain. However, upon check in, I was pleasantly...
I am generally not a complainer. However, I stayed at this hotel for a family reunion. Initially, I had concerns because I was unfamilar with the chain. However, upon check in, I was pleasantly surprised by the aesthetics. I thought it would be nice. Well, to my surprise, the room had roaches. I reported this on Friday night, 10/18/13.I asked if there was a room that I could be moved to. I reported that we had seen 3 roaches, and that there were roach casings near the coffee pot. The front desk clerk said there were no more rooms, and she would see about moving us tomorrow. She also said she would notify the manager to see what could be done and would have someone contact me in the morning.
Well, no one contacted me on Saturday morning, and after 11 pm when we returned from our reunion activities, I still had not heard from anyone. I will say that the clerk from Friday night seemed concerned. My mother suggested that I ask if she could bring some bug spray. She did come up and spray a little, but very little would come out of her container.
So, I did not get very much sleep. Then, on Saturday night, I killed more roaches and missed some that I coould not catch. I was appalled. I travel for work most weeks and am usually in a hotel weekly. I have never seen such. I, at a minimum, expected to hear from someone. The entire situation was ridiculous.
Saturday night, a different clerk, was made aware that my mother’s room did not get cleaned (rm 117). While we realized that this was not her fault, we were very disappointed at her nonchalant attitude. She responded, “I am here by myself. I can get you some clean towels.” There was no apology or explanation of why the room did not get cleaned. My mother left the room early in the morning. There was no reason for her room not to be cleaned. I was approaching the desk to make sure I changed my check out date because there was no way that I would stay another day. I mentioned that the person last night was told about the roaches in my room. Her response was that this was not her. Well, I knew that; however, she basically did not acknowledge that no one followed up with me from the night before about the roaches crawling all over the room. So, because she and my sister were already not agreeing on much. I did not press the issue with her. I feel there was no empathy, no solution offered, no follow up, and generally no customer service skills displayed at all.
Additionally, one would think that the roach casings that I told them about would at least be cleaned. The roaches and roach casings were still there on day 2. I do have photographs.
While incidents do happen, I do not think anyone should be subjected to paying to stay the night with roaches. I am not sure what the problem is with their pest control.
Still, the final "kicker" to this experience is that upon check out, no adjustments were made. I e-mailed the manager from her hotel about this concern. I left my card with contact information with the front desk. Unbelievably, on 10/30/13 (although this concern was brought to their attention multiple times, beginning on 10/18/13), a manager sent a card to my home with an offer for 20% off my next stay.
First of all, I am sorry that this hotel misrepresented sweet Vidalia in this manner, but what would make someone want to come back to a roach motel, where there is no customer service, no cleaning service, no empathy and no appropriate follow up? I would NOT come back for free, and I caution you to check out your rooms thoroughly, if you decide to give it a go (against my recommendation). Rm 221 obviously has not been kept up to standards, and there is evidence (such as roaches and casings to prove it).
This stay was most unacceptable.
I have stayed twice here And love it. The executive room with balcony overlooking pond make for a great place to watch sunset. Friendly staff very nice property and rooms. I will definetly be back...
I have stayed twice here And love it. The executive room with balcony overlooking pond make for a great place to watch sunset. Friendly staff very nice property and rooms. I will definetly be back to stay.
Top-Notch hotel. Traveled to Vidalia with my family (wife and 2 younger children) and read reviews for this hotel. All were spot-on. This is a new hotel with very clean, comfortable "homey...
Top-Notch hotel. Traveled to Vidalia with my family (wife and 2 younger children) and read reviews for this hotel. All were spot-on. This is a new hotel with very clean, comfortable "homey" facilities. The staff was friendly, professional, and knowledgeable about the area. Indoor pool is spa-like (my children LOVED it.) Breakfast (included in room price) was good. We will definitely return to this hotel next time we are in the area.
Because this was a "reunion", I didn't know what to expect as it pertained to living arrangements, but as we entered into the lobby..........I felt at home. It was very clean & looked comfortable...
Because this was a "reunion", I didn't know what to expect as it pertained to living arrangements, but as we entered into the lobby..........I felt at home. It was very clean & looked comfortable. The receptionist were very friendly and helpful in informing us of where and how to get to our rooms. I did not hear of 1 person in our group complaining about any of the staff members. The children really enjoyed the pool and the adults felt comfortable with the enclosed setting. Because this was a great location & very friendly & helpful staff, I look forward to planning my future visits at an AmericInn Lodge &Suites.
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