Hotel Executive Suites — Hotel in Carteret

Avoid at all cost. ||||First the front desk woman was rude. Just handed us the card and told us what floor we were on. Didn’t mention the complimentary breakfast or anything. ||||From looking at the lobby, the hotel looks up to date and pretty decent , the room? A different Story. There is a hole on the wall behind the sofa bed, there is a hole with a door under the out dated thermostat & the door doesn’t shut , the paint is peeling , there is a cup on the sprinkler in the bathroom , the bed is as hard as a rock and the mattress has a remote on the bed to control the softness , the remote doesn’t work. But whatever , we try to make the best of this situation , so I went to put the TV on for our son to watch , Tv didn’t work, I called down at the front desk to see that my phone in the room wasn’t working. I went to get in the elevator to go speak to the front desk , and the elevator wasn’t work and the other one was out of service. After climbing down 6 flights of stairs, I got to the front desk. Told the lady about the tv not working , she sends someone up to check it out , the man plays with the remote and setting for about 15-30 mins finally gets it and pretty much blames us for the tv not working at first. ||||Now it’s dinner time, we call down at the restaurant located in the lobby and no one answers even tho the hours say they are open, we leave to go to a restaurant in the neighborhood and see that the restaurant is closed , no signs or anything stating it’s closed. ||||We come back to go take showers and see the towels have yellow stains and long black hair on it. So we went out and bought our own towels. Now it’s like 9:00-9:30 and I go to plug in my phone charger next to the bed , I pull the dresser stand out and see a tiny baggie behind the dresser. ||||Fast forward till 12:00-12:30 AM, we are woken to the fire alarm going off all over the hotel , so we go sit in the car , after seeing people start to walk back into the hotel we follow assuming the fire alarm is over , it’s not . At this point everyone is in the lobby , my 5 year old is shivering from being outside and in the cold car so we decided to stay in the lobby with all the other families , about 30 mins later the fire department was able to shut the alarm off and we were able to come back into the room. ||||From over hearing the fire department they had the same issues with the same floor in this hotel for months now , and the problem isn’t being taken care of. This hotel gives me serious hotel Cecil vibes!!||||If you’re going away for whatever the reason get a hotel in a different town and just do the commute. It’s not worth the money, or the...

I booked 2 king rooms at executive suites for 07/21 night, here’s my check-in experience: Their check-in time is 3 pm and check-out time is 12 pm, which is fine. I reached hotel at 4:30 pm and they didn’t have any ready room. What the hell do they do need those 3 hours for, if they are not cleaning the rooms for the next guest? Lady over reception gave me the rooms on two different floors at 5:10 pm (40 minutes after I reached hotel). They don’t understand that when guests book two rooms, they expect those rooms to be adjacent or at least on the same floor. When I asked her for same floor rooms, she rudely replied “You will have to wait for 45 minutes because we are still cleaning the rooms”. I agreed to get the second room on the same floor after 45 minutes. Around 6:20 pm I received my second room.

First room experience: Smelling very strong smoke odor. They say they are 100% no smoking hotel but in reality it’s not. Hair dryer was not working, so, I called the manager and requested to fix it and at the same time I wanted to request if they could fix smoke odor too because I knew that I would be without any room for next 45 minutes if I asked for a different room. When manager entered the room she asked me “Are you smoking?”. I said “No, I am not. Wouldn’t you find out through smoke detectors if I did? Please do something about this smoke odor”. She replied - “Our smoke detectors don’t work. What odor are you talking about? There is no smoke odor in this room”. I was dumbstruck. She kept arguing about it and never solved the problem. They leave soaps used by previous guest for you to use. That’s how much they clean the rooms for you. Who keeps coffee pods and machine in the bathroom? Yes, they do. You should not drink coffee when your spouse is using the bathroom.

Second room experience: We didn’t get a chance to use this room until late night because we went out for dinner and a brief city tour. After returning back, when my wife entered the bathroom, mirror fell off the wall. My wife was in trauma for a bit and was so scared that she never used this room’s bathroom. Bed was squeaky too. That night, we couldn’t sleep well because whenever one of us turned or changed sleep posture, bed made loud squeaky noises.

I don’t know who gave it 3 stars, it’s not even a 2-star hotel. Elevator doesn’t have a button for first floor. If you wanna go to first floor push second floor and then take the stair. Up buttons to call an elevator are missing on some floors. So, push the down button and pray for the elevator...

This place is the WORST at customer service. I booked through travelocity for a 3 night stay. When I checked it I was flippantly dismissed, after being given my room key. I was never informed about the breakfast or asked if I needed assistance with my bags (I was traveling alone with a lot of luggage for an event).

I know it isn't a 5 star place but a little courtesy on check in would have been nice. A smile maybe?

So, the room itself was actually pretty nice - clean, although the bathroom had a somewhat moldy smell. There was no vending machine on my floor for ice, and no information on where I could find one anywhere in the room.

I decided to check out a day early to save some money and to just go home. I was told at the desk that I was "all set" - the next morning there was no copy of the statement (which in EVERY hotel I've been to I have always received a copy on check out - later I was told, rudely, that it was up to ME to ask for a copy...)

Come to find out not only was I charged for all three days, I was charged for an ADDITIONAL day. I called immediately to complain and get a refund and was told I needed to call travelocity and that it wasn't their problem. After spending an HOUR of my time, travelocity confirmed that they charge didn't come from them, it came from the hotel directly.

I call the hotel back and was given the same speech about how this wasn't them, so I basically told them I was going to file a fraud claim against them...well now all of a sudden they are able to help me, shocking.

I spoke with their "front desk manager" Monika who said I would get the credit back to my account for the additional day...and I said "What about the EXTRA day from checking out early???" and she sighed and said "okay you'll see that on your account too".

It's been a week, NOTHING is back on my card. I work in an industry where I process refunds all the time and I know it should not take this long. I call today, and the guy who answers the front desk says to me "I don't mean to be rude but you'll have to talk with Monika since shes the one handling this and she won't be in until Friday."

I am going to call their corporate office and complain and likely contact my bank and file that fraud claim - to be out $300 for over a week when CLEARLY this is their mistake and NO apologies or any sort of additional compensation was offered?

DO NOT STAY HERE. The worst customer service I have EVER received. Try your luck at a hotel elsewhere and commute in, this...