Appalling and disappointing experience.
We were a party of 3 couples who had booked a package via Expedia and this was the hotel that was included.We had checked the trip advisor reviews and for the most part they were decent. This is absolutely not the case. 2 of 3 couples had room difficulties and had to be moved. When we entered our 1st floor room we were greeted with a dumpster and numerous bags of garbage in the back alley as our view. If that wasn't bad enough, we saw cockroaches. I called the front desk immediately to get another room. They were nochalant, telling us a staff member would bring us keys to another room and no one came. Then after we walked back to reception to get the keys, they didn't work. Suffice it to say we were very upset. We wanted a higher room in case there were more bugs on the main floor and though they offered to move us the next morning, we declined because our friends were situated next to an elevator on the 4th floor and they hadn't slept at all so we were leery about what we would get.
I asked for some kind of compensation but the reception staff felt they they had changed our room so that should be ample. They directed us to Expedia and Expedia was clear that this was a tactic on the hotel's behalf to scapegoat them instead of compensating us. In the end we reached an agreement with Expedia but the hotel took no responsibility.
Comment from Hotel Management
12-Jan-2017 by Mike Larose-GM, Hotel Management
Thank you for sharing your feedback with us. I'm disappointed to hear about your experience while staying with us, this does not seem consistent with the service we're know for. While we do our best to accommodate the needs of our guests, proper communication is a must. We're always hear to help, no matter what the issue may be. I can assure you that I will follow up with my staff to ensure that we are properly communicating with our guests and resolving any concerns swiftly, efficiently and with care. I hope your decision is not final, as we have some exciting new changes happening to our location and hope to have another chance to welcome you back again in the future.