LAUREL
March 19, 2024
The guest above our room was incredibly loud, even with our sound machines on. We complained multiple times. The staff at night were very kind and highly responsive, expressing we would likely get a refund or something. The next morning, the female staff was not empathetic, and was very matter of fact stating there was nothing she could do. Mind you, we came with 3 kids, and we were not the loud ones. I hope this puts it in perspective. We were offered snacks, and the managers card to contact about the situation. She tried to chalk it up to an a/c issue- which if your client has an a/c issue- why would they remain the same room?! The statement made to us was “I don’t have the authority to do anything and the manager isn’t here.” She needs some serious customer service training. My 10/10 star rating went down to 2/10 due to the poor communication and resolution. We slept terrible!! The people also woke us early too. Very disappointed.