This review is as much a review of Expedia as it is this property. I don't normally leave negative reviews, but this one is deserving. I booked this room, on Expedia, several days in advance of my trip. This room was chosen based on proximity to a major conference that I was attending, along with almost 1000 other people.
When I arrived at the hotel, I was informed that the elevator was broken, and the room I was assigned was on the 3rd floor, and I would need to take the stairs. I informed the front desk attendant that I had a leg injury that made climbing the stairs difficult, and asked if there was a room on the first floor. At the time of check-in, I was told that there were none. I asked if there was a discount due to the elevator being down. I was told that because I booked on Expedia, this was not possible. Not happy, but knowing the reality of the situation I was now in, I went ahead and completed check-in.
I climbed all 3 flights of stairs, and as soon as I opened the door to the 3rd floor hallway, I was instantly overwhelmed with the odor of marijuana. This wasn't a faint odor. This was a I may have gotten a contact high and my clothes would probably smell kind of odor. I found my room, and even upon entry, I could still smell weed. Unacceptable. The hotel had sent me a text message asking if there was anything they could do to improve my stay, and to get any feedback with check-in. At that time, I texted back with the above points of contention, and called Expedia.
Once I was able to get through to Expedia, the first representative was considerate about my concerns, and put me on hold to check with another department to see if they could assist me. While on hold, the front desk attendant called the room phone. I answered, but no audio was coming out of the handset. This happened twice. The attendant then came upstairs, and offered me a room on the first floor that had a jacuzzi in the room (would never use that). I asked why they didn't offer that when I told him I had a leg injury when I was checking in? No answer, just apologies. Then asked him if he was smelling the marijuana being smoked in his hotel. He seemed like he didn't. Informed him that this was illegal, and it doesn't make me feel safe. I told him that I was on the phone with Expedia, and I would decide what I would do after I got off the phone with them. After waiting on hold for ~20 minutes, the call dropped. I called back. The second rep told me there was absolutely nothing that could be done other than to cancel my reservation, and for me to book another hotel. Well, as stated prior, with 1,000 people in town for this conference, hotel rooms were scarce, and this late, rates were very high. I hung up, and dialed back. Upon dialing back, I was transferred to the "relocation department." After explaining the situation, I was asked why I refused the room "upgrade." I let her know that I didn't refuse it, I simply was waiting on help from Expedia before I put the hotel through the trouble of transferring my reservation. She then told me because the hotel "upgraded" the room, there was nothing they could do, and that it didn't meet their relocation criteria. Even though there were obvious illicit activities happening on site, the safety of the guest is not a consideration. I will NEVER book with Expedia again. Shameful, as I trusted Expedia with hundreds of prior trips.
I went back downstairs, and asked the attendant if he still had the first floor room. He was able to transfer my reservation there. Upon entering, I saw the great jacuzzi, in the center of the room. It was dated, covered in rust and mildew. Awesome. At this point, I was tired of fighting this, as I had been at it for around 2 hours, and just locked the door and went to sleep. Again, shameful.
US