After I checked into the room, I noticed immediately that the bathroom had not been cleaned. The toilet had urine around the base of it, the floor had not been swept or mopped it had strands of hair on it and the shower had a black handprint on the tile. Hailey the agent who checked us in gave me another room (406) I opened the door the smell was so horrible could not go all the way in. When I got back down to the front desk Hailey gave me an open to either try another room on the 3rd floor or she could speak with the manager about a discount due to the inconvenience. We were tired and had to get ready for an event, so we agreed to the discount. I also asked her to have the manager come up to see what I was speaking about. We went back to the room; my husband went down to get some sheets for the chair and ottoman. I was going to attempt to clean the bathroom, but I was just too tired. I called the front desk and asked if housekeeping would be cleaning the room the next day, I was told yes, after we got off the phone I noticed a comforter on one of the beds were very dirty so I called the front desk and asked Hailey to add that issue to the list and send at another comforter back with my husband. The next day my sister and myself headed out, my husband stayed in the room so that he could show the manager the issues because as I stated we asked that the manager come up there to see what we were speaking about but that never happened the day of check in. On our way out, Brittany who was at the front desk, said the manager had not arrived yet. When we got back the manager (Bella) was there I asked her did she see the issues that we had in the room, she immediately went off on a tangent saying that herself and the housekeepers went up to the room and she saw none of the things we spoke about, she said the bathroom was clean, she said they stripped the beds and found no hair on the sheets, mind you I said the comforter was dirty I didn't mention anything about hair being on the sheets I said hair was on the floor of the bathroom. I explained that to her she then said, "well did you take pictures?”. “Why didn’t you take pictures, “you should have taken pictures”. I told her I didn't feel the need to take pictures because after speaking with Haley I was confident that the issue was going to be resolved. I asked her did she see any of the things that we needed addressed she said no the room was spotless, I was shocked, I said well, at least tell me you saw the black handprint on the tile of the shower she said no! She then went on to say well why didn't you just move to another room like Haley offered. By that time, I had forgotten all about the options that Haley had previously given us. I was just so blindsided and so confused that here attitude was so different than the other agents I had spoken to. The way she was speaking to me as if we were up to some type of scam. I did say without thinking, that Hailey said there were no more rooms. She kept going back and forth with me telling me the room was in perfect condition when they went up there the conversation that had with Hailey had completely gone out of my head during this exchange. My sister saw that we were not getting anywhere so she interjected and said that she was in the second room and advised the only issue she had was the room smelled bad. She said she did what she could in the room to make it smell suitable so that she would not have to move. She then attempted to explain that she knows that they are a pet friendly hotel however if they're going to allow pets, they should make sure that they utilize the deposit and control the smell. Bella then yelled at her and asked her why she would stay in a room that smells and yelled at me and asked why I would stay in a room with urine around the base of the toilet, she said she would never stay in any room like that. At that point everyone was frustrated, and we were all just talking over each other. My sister then asked her would she please go up to the second room with us that they tried give me to see if she can smell anything. She said yes if no one was in the room, well we already knew no one was in there because it smelled worse than my sister’s room. She looked on the computer a few seconds and then stormed off toward the stairwell, we didn't know where she was going, she didn't say come on or anything. We asked was she headed to the room, she then mumbled saying, “I will go up there by myself” we got on the elevator, we all got up there at the same time. She opened that door, that same horrible order escaped out of the room. We could tell she smelled it, but she did not want to react. We both asked her if she smelled that odor, she said, “no! I don't smell anything!” At that point we gave up and just walked away. When I went into my room, I asked my husband what happened when the manager came up there, he said the manager did not come up here he said only two housekeepers came one went immediately into the bathroom and started cleaning it. Another came in and started on the beds. My husband asked that her to please put new comforters on the bed. he told me that the housekeepers were very apologetic and whatever he pointed out to them they made sure was clean. My husband and myself then went back to the front desk to ask the manager why she said she had been up there when she had not. Bella would not come back out of the office. She told Brittany to tell me she was in a meeting. Again, we for sure knew that it was a lost cause. I did tell Brittany that I remembered the offer that Hailey made and I apologized because I did not want it to appear as if Hailey was a part of the deception. She was accommodating as much as she could be considering the circumstances. In the meantime, while we were at the front desk, a housekeeper heard my husband tell Brittany that Bella never came to the room with the housekeepers like she had previously stated. She stood there just listening, so I asked her if she was one that assisted in the cleaning, my husband said yes and then she said yes. I then asked if she knew what was going on, she said yes, she was the housekeeping supervisor whom I found out, her name was Claudia and the other young lady’s name was Miriam. I asked if she saw any of the things we reported. She no, she said nothing was wrong with the room. I said okay, did Bella come up to the room while you all were cleaning, she said no. I directed this complaint to IHG they gave me some points to make up for the situation which of course it does not. I am adding this review because as customers if we don’t hold businesses accountable for poor customer service and the high standards they portray, we are just giving hundreds of dollars away and the next customer after possibly has to go through the same thing.
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