First time my s/o and myself have been away alone with out kids ever. We drove 3.5 hrs to stay at the falls for the night. We booked the king room with jacuzzi. Everything was great until we tried to fill up the jacuzzi and brown stuff started shooting out of the jets. This was after 11pm and we were tired and cold from being outside on Clifton hill all evening so we decided to just call it a night and we would tell them out checkout the next morning.
The staff was anything but apologetic to us, made it seem like we should have expected that and if we had a problem cleaning it out ourself we should have told them the night before. I get that, but it was after 11 so by the time we walked up to the office, had someone come to our room, fix it clean whatever, it would have been well after midnight. The hotel was also booked solid so there was not another room we could have been moved too and honestly didn’t want to move rooms at 11pm. The front desk wasn’t willing to even apologize to us and told us we could email management, which I did.
Their response? Basically the same as the front desk, telling me this happens even at big chain hotels ( I used to work for one of the biggest hotel chains and something like this is always APOLOGIZED for and refunded or discounted in some way). Basically telling me it couldn’t have been anything brown coming out because it’s not connected to the sewer. I have it on video. They declined to offer any sort of refund or an actual apology.
