2/10 Poor
Nov 11, 2024
We booked "non-smoking". We didn't expect THIS.
Booked a non-smoking room in this hotel for two nights several weeks in advance of a large event in a neighboring town. In the hallway right in front of our room, we were greeted by a fresh cigarette butt that hadn't been extinguished and left to burn a small hole in the dirty carpet (photo). The room itself was smelling of stale smoke, mixed with a heavy dose of room spray. The ashtray that comes with this "non-smoking" room was still sitting on the chair at the open sliding glass door to the balcony (photo). Upon entering the room, my partner had an acute allergic reaction to the overpowering stench of chemical room spray. We immediately left the room and requested another room. Unfortunately, the only other room available had been treated with the same spray. The front desk team was professional, understanding, and helpful. They first offered a fan (which then didn't arrive) and then a gift certificate for a bottle of wine in the hotel restaurant. We requested cancellation and a full refund instead. They said they were not authorized for making that decision, but offered to refund the second night. We were left to find another accommodation in the middle of the night. We didn't receive any refund, neither the one offered, nor the one requested.
Verified traveler
2-night trip
Verified Hotels.com guest review
