My family had reservations at 6 at the Pecos on the River. We had been driving a while before arriving , and checking in at Sleep Inn. Probably checked in about 3:30 with Eddie. Hotel looked clean and welcoming.
We got upstairs and unloaded our belongings. Ready to relax a bit. I decided I'd get the sofa bed ready, and looked for the linens in the closet. Didn't see them. Went to front desk to ask for some. Eddie had left for the day, Selena took me down the hall to laundry. She gave me sheets. I asked for a blanket, she said they don't have any. Suggested using some towels. She was young, but trying to be helpful . I asked if she could call someone and ask. She called Savannah and found the blankets. I went back up to our room on the 3rd floor. Undid the sofa bed, and it was FILTHY. There was a white mattress cover looking thing on it. It was stained, there were crumbs , and hairs on it. I also found what looked to be some sort of evidence of bugs. (Don't know what kind.)
I returned to the front desk and waited while another man canceled his reservation -it was after 4, and she had to call Eddie to clear the cancellation. I asked if housekeeping was available. Maybe they could change the pad, vaccuum,disinfect....they were gone. She offered another room, I asked her to go with me to see the state of the bed. She did, and it was even worse. Definite evidence of bugs (casings) cheetos, just gross. She called Eddie, let him know. He said to see if there was a room on the second floor. 3rd room had the sheets still on the unmade sofa bed. The sheets were stained and obviously not clean. At this point, it's been over an hour. She takes me to the room the other man had just canceled. It was the ADA room on the second floor. We pulled out the sofa bed and the mattress looked clean. under the couch we could see a dirty black sock , and a sugar packet-but I told her we'd take it as we needed to get ready and at least the sofa wasn't disgusting. I asked her to please make a note on my account to have the manager contact me prior to running my credit card to possibly reimburse some of the money for the inconvenience, and uncleanly room.
Next day, new front desk girl. We have reservations for Carlsbad Caverns, and I ask at the desk for the manager, and explain a little of what was going on. She said Eddie was on his way, and she'd call when he arrived. Nobody called, I went back to desk and spoke with him. He said he didn't have the power to do anything, but he'd let Savannah (GM) know and sorry she hadn't been able to help, she had gone to the vet the day before and was busy. One of them would get back to me, even if it's just a text if we were out of pocket.
A day and a half later, I still hadn't heard anything. I called the hotel and asked for GM, and was told she was running some errands, but would get back to me. Never heard, but did see charge go through on my account. I called again and spoke with Eddie.
Eddie said he had spoken with Savannah , and there was nothing they could do because the rate I had received ($138 total) was a discounted promotional rate through the site. I told him that online the night we stayed had come up as $27 cheaper, and that I wasn't asking for a full refund, but some sort of reimbursement considering the state of the rooms. He told me that there was nothing he could do. I told him that what I had paid for was not delivered. I didn't expect to be shuffled to 4 rooms due to the sofa beds being dirty. I told him I was also disappointed in his lack of integrity in calling me or texting me the day we checked out. I also told him that businesses thrive, or suffer based off of reviews, and that I was surprised that he was willing to allow me to leave this review. I was upset that he had zero empathy for our vacation situation, and hadn't even offered corporates number. I asked who the hotel owner was, he said, "Mr. Patel." I asked for his information , and he told me he wasn't giving that out. (review...
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