Pros:The breakfast attendant was extremely attentive and worked hard to ensure guests had what they needed.
Cons:There were many little things regarding the cleanliness of the facility that were deteriorated since my last stay at this property. For example, the hallways were in need of vacuuming (badly), carpets in the stairwells desperately needed cleaning, and the pool area was also in need of a deep clean. The worst for me, however, was the poor response to a maintenance request. During our stay, the toilet seat lid broke - one side was no longer fastened to the seat and it slid all over if you tried to sit on it. I wrote up a maintenance ticket (which was located in the room) and brought it down to the desk clerk. I both wrote and said that we could not use the toilet and that it needed repaired ASAP. The clerk took the ticket and said OK. That was approximately 1:00p. We then left the hotel and returned at approximately 9:30p, which is when we discovered that the toilet had not been fixed. I went down to the front desk and told the clerk (same one that I left the maintenance ticket with), and she stated, “he must not have had time to get to it.” That was it - no apology, no offer of an alternative, nothing. Having managed limited service hotels before, I was now pretty angry about the customer service on display here. I told the clerk we couldn’t use the toilet and I didn’t want to spend the night in a room without a toilet I could use. She then said she could move us to a different room down the hall. I said fine - I wasn’t thrilled about changing rooms at almost 10:00p at night, but I wanted a toilet that wasn’t broken. As the clerk is preparing the keys for the new room, she says, “And you’ll need to bring down the old keys when you’re done changing rooms.” That was ridiculous and pointless because thete was no way they would turn that room over for another guest - I could have left the keys in the room and perhaps called down to say we were done. But no, she told me I had to bring them down AFTER I finished changing rooms, taking more of my time at the end of very long day. I went from angry to irate and silently seethed. The next day, when I knew I would be calm, I expressed my dissatisfaction to a new clerk at the front desk - just so they knew how I would expect that situation to be handled differently. This clerk did offer an apology for the inconvenience (something I did NOT receive the day before), but then she also mentioned that there was no maintenance person working on Saturday - he was there Sunday, but not Saturday. This cemented my opinion about the clerk who handled the maintenance ticket and the room change. If she knew there was no Maintenance person there, she should have said so and offered to change rooms then. I would have been much less irritated doing that at 1:00p than at 10:00p. I appreciate that the checkout clerk listened and empathized. Ultimately, however, I paid full price for my entire stay and I have little faith that the customer service issues will be addressed. We will not be back.