Heritage Hotel and Suites — Hotel in Dickinson

Housekeeping walked in on my adult nude son in his room when I specifically asked for no housekeeping services until check out. He felt violated to be woken up to his door closing. Yesterday I had to call two hotels that the staff is running to attempt to speak to a manager named Patel. Yesterday evening I was offered a refund by a female whose name was not given to me, told me they were a manager and that a male manager would be calling me back. They never did. I called this morning to accept the offer of a refund and was spoken to like I was pond scum. I was told maybe I shouldn’t sleep in the nude with my son, implying vile behavior. I reminded this woman my son had his own room. Then she said maybe he shouldn’t have slept nude in his private room. The air conditioner was not cooling in either room properly so we were all hot. My son is in college, currently training incoming freshmen, working 2 jobs. I paid for lodging so I’m the one calling. I talked to several people yesterday who DID NOT give me their names because I was given the run around. Today ANOTHER woman who DID NOT give me her name said that I can’t get a refund. She was argumentative from the get go and condescending. I was interrupted repeatedly and yelled at while trying to explain this to her. This was the 4th or 5th person I’ve talked to. You also have to call someone and wait for an employee to arrive for assistance because they were not on the premises. Housekeeping barely whispered and knocked very lightly almost not heard and tried to open my door as well. I was told to speak to someone named Mr. Patel but no one gave me their names. It was late when we checked in, and because I didn’t remember who checked us in, apparently the issue is irrelevant. I do remember now it was a dark haired man with painted fingernails. The reservation could also easily have been pulled up to see who checked me in. Or looked at the schedule to see who worked when I checked in. I’ve been told not to call back and when I have, I get hung up on immediately. I was told she didn’t have time to deal with me. Don’t stay here if you want a good experience because they do not care and will not resolve problems as offered. As an autistic person, this was and still is an extremely distressing situation. The only nice employee I spoke to was an older gentleman who took down all the...

Housekeeping walked in on my adult nude son in his room when I specifically asked for no housekeeping services until check out. He felt violated to be woken up to his door closing. Yesterday I had to call two hotels that the staff is running to attempt to speak to a manager named Patel. Yesterday evening I was offered a refund by a female whose name was not given to me, told me they were a manager and that a male manager would be calling me back. They never did. I called this morning to accept the offer of a refund and was spoken to like I was pond scum. I was told maybe I shouldn’t sleep in the nude with my son, implying vile behavior. I reminded this woman my son had his own room. Then she said maybe he shouldn’t have slept nude in his private room. The air conditioner was not cooling in either room properly so we were all hot. My son is in college, currently training incoming freshmen, working 2 jobs. I paid for lodging so I’m the one calling. I talked to several people yesterday who DID NOT give me their names because I was given the run around. Today ANOTHER woman who DID NOT give me her name said that I can’t get a refund. She was argumentative from the get go and condescending. I was interrupted repeatedly and yelled at while trying to explain this to her. This was the 4th or 5th person I’ve talked to. You also have to call someone and wait for an employee to arrive for assistance because they were not on the premises. Housekeeping barely whispered and knocked very lightly almost not heard and tried to open my door as well. I was told to speak to someone named Mr. Patel but no one gave me their names. It was late when we checked in, and because I didn’t remember who checked us in, apparently the issue is irrelevant. I do remember now it was a dark haired man with painted fingernails. The reservation could also easily have been pulled up to see who checked me in. Or looked at the schedule to see who worked when I checked in. I’ve been told not to call back and when I have, I get hung up on immediately. I was told she didn’t have time to deal with me. Don’t stay here if you want a good experience because they do not care and will not resolve problems as offered. As an autistic person, this was and still is an extremely distressing situation. The only nice employee I spoke to was an older gentleman who took down all the...

Advertised as “pets welcome” + “pet friendly.” Upon arrival, we were given a surprise pet charge of $70/per night for one well-behaved 35 lb. dog. The manager claimed that all hotels in the area charge a similar amount. When we told them no, that’s very high, the response was “we want fewer dogs/pets staying here.” (Again, advertised as pet friendly.) Also, showers were cold, mentioned this to staff multiple times, and the last time the manager hung up on us (they are never at desk; you have to use communal phone to try to get a staff member to front desk). The staff member on the phone refused to come to the front desk when asked for assistance with the cold shower. There were also stains on the couch in room, filth on all doors, bottle caps from previous tenants on floor, moldy shower curtain, and other guests also had cold water - we asked others when waiting for service at front desk).

Edit to acknowledge managers response:

We didn’t “threaten to leave a negative review” as you twisted our words. We said that the pet price was really high and that we were going to leave an honest review acknowledging that so others wouldn’t be charged such a ludicrous fee. If you want to talk about malicious, I would consider it malicious to not provide customers hot water, moldy shower curtains, no desk presence from staff, and then hanging up on customers when they try to bring it to your attention for the 2nd time. Also funny the only thing you acknowledged from the review was our “barking dog” which you never even mentioned until receiving a negative review. To acknowledge “my companions” knowledge of the fee, the companion is the one writing this and I thought your desk worker said $20, and after I paid and saw my receipt, I realized the price was actually $70. There were many complaints in the review, as seems to be the trend when reviewing other reviews, and honestly the pet fee was the lowest of our complaints by the end of the stay but it’s funny that’s the only thing your defending. Again, an honest review to anyone traveling with pets, they charge a lot and acknowledged to our faces they don’t want pets here, and to anyone looking for a warm shower (not even hot) I would...