I stayed here for 9 nights while recovering from surgery. I specifically chose this hotel because it offered a full kitchen, which was really important to me during my recovery. One concern I had was with the cookware provided. There were only two pans, and both had damaged, chipped bottoms. I found this out while boiling milk for oatmeal the pan started smoking and gave off a burning smell. I ended up cleaning it myself and set it aside, only to notice the other pan was damaged too. I brought one down to the front desk to show the issue. The man working that night (dark brown hair, often working the night shift) looked me in the eye and just said “OK.” He didn’t apologize or offer a replacement until I had to specifically ask for one, even after I explained that this could pose a fire hazard. It felt dismissive and unprofessional, especially considering the safety risk.
Thankfully, another staff member an older Spanish gentleman overheard and immediately stepped in with excellent customer service. He apologized and brought me a replacement pan right away. I truly appreciated his kindness and willingness to help.
Another issue was on the first night when I called the front desk because Netflix wasn’t working on the TV. The same front desk pers person told me to unplug the TV and plug it back in, and if that didn’t work, “some of the TVs are just outdated and not compatible with Netflix.” That felt like a very careless answer, especially since working TV access. To be continue
