"Check-in was smooth, and we appreciated being allowed into our room an hour early. Unfortunately, the stay quickly deteriorated due to inconsistent and unsafe guidance from staff.
One attendant showed us how to use the thermostat and safe, but instructions were unclear, requiring three calls for help. While common areas were cool, our room was extremely hot. Another staff member said rooms only had heat, not A/C, and advised us to sleep with the windows open. The windows had no screens or security, which felt unsafe.
A serious issue arose when a leak developed in the bathroom ceiling, with water coming through the light fixture. This caused repeated power outages. When we called, a staff member told us to reset the circuit breaker ourselves each time power failed—an unsafe and inappropriate instruction. The electricity went out every 5–10 minutes as the leak worsened.
A night manager later confirmed the fire risk and moved us. By then, we were exhausted and shaken after following unsafe directions. We had to pack and move multiple times, ending up in a smaller room with no compensation.
This all occurred within 12 hours. In 40+ years of travel, we’ve never been told to handle electrical issues ourselves. Attempts to reach Hotels.com support that night were unsuccessful."
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