A week ago my girlfriend and I recently stayed in the Yellowtail Inn. After checking in, we dropped our stuff off in the room and left right away to meet our friends for dinner. We did not return back to the hotel until around 11pm Friday night. While walking up to our room, I heard a chirping sound and when i opened the door it was coming from our fire alarm. I walked back out to the front office (which closes at 10pm) and called the emergency number. A half hour later the maintenance man comes, couldn't figure out the problem, disconnects the fire alarm, pulls it off the ceiling, and says I'll be back in the morning to fix it. After he left we began getting ready for bed, pull the covers down and notice there are multiple brown stains as well as grass plus spurs on our sheets and comforters. Really?? We looked at each other disgusted! We cleaned up what we could and tried to make the best of the situation thus far. We wake up early the next morning (before office hours) and head out to enjoy our vacation hoping that when we get back to the hotel things would be cleaned and changed. Boy was I wrong! We get back to the hotel around 1am, bed was not made nor stained sheets replaced, two towels were changed in the bathroom one with big brown stains on it and the other other once again with spurs covering it. I was furious, and to top it off i look up at the ceiling and notice the fire alarm was still not fixed as promised. Obvisously customer safety is not a priority nor is the satisfaction of a clean room! We can not wait to leave the hotel in the morning! The next morning we went to the office to
Check out, bringing the replaced towels with us to show what the maid gave us, told them about the bed, that the fire alarm wasn't fixed for 2 days, and how filthy our room was from the start. The lady says she took down notes, yet we didn't see her write anything down, tells us she will have the manager call us right away at 1pm when he arrives. At 230 pm we still havent received a call, so I call the hotel back and talk to a man named Jim. I ask for a manager and he says there is not one around but he can help me, once again I'm told I have to speak with someone else since he isn't in charge and he will have them call me when they come in later. At 9 pm I still have not received a call, what happened to customer service, especially with the complaints we had, it should have been the first thing the manager did when coming in. I call back once again and speak to Elijah, I once again told him what happened and he says he will write down the complaints, that what happened is unexeptable on their part, and we would be refunded just have Expedia get a hold of the hotel and that's that. Also Jim and the other lady lied because I told Elijah that I spoke to them and they said they would leave notes and they did not. The next day I call the hotel back, the same lady is there tell me she will have the manager call me at 1pm and guess what I got the run around again! I had to call back multiple times, finally I talk to Jim again ( who could not help me yesterday because he wasn't a manager becomes the head guy over night) says all he can do for me is refund me one night, when I was already told I would get both nights refunded because of all the problems we had. He says ok just have them call me I'll handle it. Expedia calls him, and once again Jim lies to me, after he tells me he would refund both days he tells Expedia to just refund one. I call back and talk to Jim about he just did to me and says that's all I can do, and that I should have come talked to
Someone while we were there. Point is we were never at the hotel except when we got back after they were closed at night and we left before they opened in the morning. Someone in charge should be there at all times to handle horrible situations like this. While on the phone with Jim he becomes very rude, I tell
Him how I feel and that the way things
Are getting run is not good business and I could go bash this hotel, call better business bureau, and call the city and complain about how filthy and that we had no fire alarm for safety if anything happens and Jim vegans yelling at me and says do what you have to do and rudely hangs up! Great management! He's a liar and does not know how to handle customers nor respect them. I've been trying to handle this directly with the hotel and the only ones who have been of any help are Elijah and Roger who work there. I need to speak with someone above Jim, he lied from te start and only gives me the run around. So please Robert email me because this is ridiculous. You can contact me at Christian.firstname.lastname@example.org . I hear you're rarely in the office, but see you reply on here. I'm done getting tossed around, hearing one thing and another is done by your office manager. Email me ASAP please. If not I will be going to the city, and the bad business bureau. No fire alarm for 2 nights is unexeptable, unsafe, and against every fire code any where! This is beyond ridiculous the hassle I have gone through, my vacation became a night mare. Please reply to my email or I will be forced to take further action. Thank you!
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