Hotel Worcester — Hotel in Worcester

Digusting. The first night we stayed there my mom's room had cockroaches. When we filed a complaint they put it on the "night list" they never called to address the issue in the morning. The next day I waited at the breakfast buffet from 8:30-9:30 the food was gone when I arrived. There was no milk, cream cheese, pancake mix...anything. When the food was refilled it was gone in minutes. The staff said that she was working as fast as she could to refill it. She never refilled the buffet again. At 10am she shut down the buffet. I called the front desk to complain about the bugs and the buffet. When the GM called back she asked us to check out. The rooms were gross and the service was disgusting but we were traveling from FL for a funeral and it was a blizzard. She never gave me her name, refused to give information about the owner or the corporate number. The front desk attendant should be the manager. We moved to the Hilton Garden Inn right down the road for $20 more a night. THAT is what I would recommend. I have pictures of the mold, mildew, disgusting rooms and bathrooms... but honestly with the situation being what it was service with a smile and an accommodating attitude would have helped smooth over a lot of issues. We travel and stay at hotels A LOT but I've never been so dissatisfied to leave a bad review. If I could leave a zero star review I would.

In response to the owner. Service was definitely NOT served with a smile, let alone manners. We were asked to leave after I was forced to call AGAIN in the morning to complain about roaches in 315 that were falling out of the air vent, crawling out of the sink and light switch...because the manager on duty said that the room was inadequate and that bug issues could not be corrected we would not be charged....but we were.... funny that no one responded to this review until AFTER the charges were being disputed. Plus the pictures clearly show mold, mildew, grime, dust, bad construction work.... at no time was the property defaced as the Worcester Police can attest since upon being asked to leave I called them. They told me it was civil and to leave and we did. They were fully aware of your unprofessional crazy manager at that point. We went to a reputable hotel. I will now be filing a corporate complaint as I had originally wanted to but had...

I just had the worse experience today 8/9/2022 with a general Manager at the Worcester location. Her name is Don.

Don exhibits very Poor communication skills, Very disorganized, poor Leadership skills and unable to deal with changes.

My family and I were recently displaced due to the collapse of our apartment building. We are currently staying here while we seek permanent housing and because of this, Don feels it is OK to treat me less than any other guests at this hotel. We had an issue with the Key. We were unable to get back to the hotel so we of course reached out to Don for assistance. Don was very condescending, raising her voice, threatening to have us kicked out and refusing to have me speak to another representative. Refuses to take my formal complaint stating “EXCUSE ME! EXCUSE ME! (While interrupting me) your stay is being paid by a 3rd party (mentioned this multiple times), you can’t make a complaint. I will have you removed and not come back.” I do not take this threat lightly and would like to file a formal complaint. I requested to speak to her boss “EXCUSE ME! No one is going to listen to you! The owner will tell you the same thing!”

Don hung up on this writer. I returned call to Don to clarify if she indeed intended to hang up the phone or if it was done in error. I then informed her the call was being recorded. Don consented by stating Ok. Her tone became calmer but later increased with aggressiveness as she continued to explain herself despite this writer remaining silent. Very poor communication skills. She then hung up the call. Very bizarre behavior and poor leadership skills.

Turned out Don had our hotel room under a different name the whole time. Very disorganized.

It is a very unfortunate circumstance that my family is in however I will NOT accept being treated like a second class citizen...

I’m having stress with handling the room price charged by this hotel. The hotel charged me twice for a night, and I have been trying to contact them for a refund for a WHOLE month straight to no avail. I first booked one night with Snaptravel, and then I booked another night after I arrived at the hotel. I already paid with Snaptravel for one night, so I’m only supposed to pay one more night for the hotel. They charged me $341.67 for ONE night. I was very confused when I checked out, so I asked one person at the front desk if they double charged me. The person replied that in the system they only charged me $100-something. So I waited a month for the charge to be finalized. I called them asking about the charge, and they said they could not handle it - only the manager can. I called them again “before 11AM before things get hectic” (as the front desk person said), and the manager said she’ll look into this and call me back. She didn’t call me back, so I had to call again, and the manager said that they double charged me and “she promised to refund me in the same day” as long as I provided the proof I already purchased the room with Snaptravel and how much I paid with the hotel. I sent all the documents right away, and no response whatsover. I called again the following week, and the front desk person said because I stayed one night during the weekend so the $341 charge was correct for one night?! When I said that the manager said they double charged me, they said they would talk to the manager about this. No response so far AT ALL. I’m just wondering why it is so hard to refund a customer after they were double charged? Why is it so hard to give a customer a call back after you study the...