We checked in and things seemed to go well. We dropped our things in the room, went out for the day, and then came back to go to bed. I went to pull the covers down and smelled urine. I thought the top blanket must have something on it, so I pulled it off. Then I got into bed which I was sharing with my daughter and smelled urine again. I asked her if she could smell it and she said a little bit. I questioned if it was their blanket, stuck my nose to the blanket, and oh my God, it was so bad we dove off the bed. I called down to the front desk and they sent someone up in gloves to check the whole mattress and bed. I told him he needed to smell it, and finally, he did. Let out some choice words and left to tell the downstairs manager. He told me they were moving us immediately, extremely apologetic, and the manager when he came in in the morning was comping our room for the week. Just not the resort fee. They said this has never happened and how awful they felt. I thanked them for handling it so professionally. However, our toilet stopped working in the second room and I was never able to get maintenance to take a look at it. I did not want to be naggy since our room was already free, so I didn't get annoying. When I went to check out, the front desk people looked like deer in headlights, claimed they had no idea what happened, refused to comp the room as promised, and were completely unapologetic. Acted like they had no idea where the manager was. Who the night staff could have been, who the manager on call was the night it happened. Just completely unprofessional. I was shocked. I was a front desk supervisor for many years at a Hilton. I know how things get done, and this was not how. You know who your management was, you know who was on the night before. For them to act like they didn't know anything about anything was ridiculous. Stick to brand name hotels - this level of service is unacceptable. They are not about service one bit. Guess they are hard up for $1300 over appropriately handling a guests that laid in a bed with urine on it. I held out on my reviews to give them a chance to handle their business correctly, but I still have no credit.
Excelente
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