Daytona Beach Resort & Conference Center — Local services in Daytona Beach

Repulsive Customer Service with Foul Language

My family has never been treated this poorly before, ever. We were staying for 6 days and upon arrival, there were no towels or wash cloths in the room. We called the front desk multiple times and no one ever picked up. I can understand that they can be understaffed, but there is no excuse for completely ignoring customers calling on the phone. I went downstairs to the front desk and a less than friendly person told me that they didn’t have any towels and we would need to use their “pool towels.” These towels are extremely old and washed out. You can see right through them, and they are like sand paper. I went down to the front desk each day to see if they had any fresh towels and each day I was met with terrible customer service.

Fast forward to the straw that broke the camels back- we were completely out of toilet paper and we desperately needed towels. The towels that they gave us on the first day at the counter were basically disintegrating. It was the 4th day and since they don’t offer any house keeping service, I went down to the front desk to see about getting toilet paper and towels. I was met with the rudest person one could ever imagine in a front desk customer service role. When she finally looked up at me from her cell phone, I asked her for towels and toilet paper and she cut me off and said they didn’t have any and said, “ I’m not housekeeping, I’m the front desk.” I explained that I had a 5 year old that needed to use the bathroom and we didn’t have any. She explained that, “ she’s not doing this today.” and looked back at her phone.

I’m completely dumbfounded at this point and asked her for her manager. She told me there was no manager and she also wouldn’t give me her managers name. I asked for her name and she refused to give it to me, so I explained that I would need to take her picture. As I took her picture so I could speak with a manager about her, she gave me the finger! At this point, she walked into the back room. I used the bell multiple times hoping that someone else would come and assist. I decided by her actions that it was time for me to pack up my family and go still bed here else. The terrible customer service and not feeling safe was not a place to be, especially worth a 5 year old.

In the elevator as I was bringing luggage to the car, I found the Front Desk Manager Misti. I explained to her what happened, showed her the picture of her employee giving me the finger, and explained that I was leaving due to this service before my reservation was up. She asked me to text her and email her the picture and that she would forward it onto top leadership. As of today, it’s been 1 week since I left there after going through the worst customer service experience of my life and nobody has contacted us about the incident!

That said, I’m sure that this review will get a generic response from the owner that they are sorry and that I should call * * ** to discuss but it’s too late. Someone should have called me...

We had a horrible experience here, and the hotel did not offer any reimbursement or compensation. There were cockroaches in the rooms, and when we left a drink on the counter one night in our room, we found a dead roach in it in the morning. We stayed with our infant son, and while changing his diaper on the bed, some poop got on the sheet. I called housekeeping, and the lady stated she was not sure she could change our sheets. I showed her the accident that had happened during changing the baby's diaper and explained that we needed new sheets for that reason and had not asked for new sheets yet during our stay. She continued to tell me she may not be able to change our sheets, but she would try. We also asked for new towels, and for the trash to be taken out. (There were three trash cans in the room, one in the bathroom, one in the bedroom area, and one in the kitchen area.) We originally had four towel sets in our room. When we came back later, the bed was made so I assumed she had changed the sheets. Only two towels had been left for the three of us, and only one of the three garbage cans had been emptied. I pulled back the cover to check, and there was the poop stain. They had made the bed on top of human feces stains without changing the sheets expecting us to sleep on that. I was flabbergasted and went to complain at the desk. We were assured that we would have new sheets and two extra towels and the garbage taken out, but they offered no compensation or extras. Then when we returned, they had removed the two towels that had been brought and replaced them with two more towels rather than adding two towels, and in addition to dumping all the trash, they took a grocery bag with all of my son's dirty laundry that was hanging on the adjoining room door next to the closet and nowhere near a trash can and (I assume) threw it in the trash. I went to the front desk again. They offered to look for all the clothes (mostly brand new outfits bought for vacation) with no offer of reimbursement. They never contacted me again about the clothes, and I had to repeatedly call or go to the front desk to learn they never found the clothes. When checking out they charged me for my entire stay and acted as if my experiences were not a big deal. I asked for reimbursement for the clothes and was told the person who could do that was not there and that I would have to call back later. I have never experienced such terrible service at a hotel and cannot believe I spent this much money to stay at such a place. I will never use their hotel again and do not recommend...

Where to start… really should have read the other reviews before booking this place ; about the only thing at this “motel” that met expectations was the location. Couldn’t have asked for better! That’s where the hood things end….

Want to wash with a washcloth? Nope, not here. Our group was told that they ran out, and would have some more soon hopefully, a few hours later still none available. Finally we asked and the had ONE washcloth available - there were 4 of us.

Expecting the hot tub to work? Nope forget that too, first we were told they maintenance would be notified about the jets not working. The next day when it still wasn’t working we were told they “they just are not working on that right now”.

Expecting friendly staff at the front counter? That’s a laughable expectation. Expect short rude responses, expect to be interrupted while you explain an issue or problem, or ask a simple question. Expect to be talked to as if you’re a 2 year old. There was nothing professional about any of the people we encountered at the front desk.

Expecting a clean room? Well, this wasn’t horrible - but a big clump of long black hair still hanging onto the shower wall tells me they don’t clean throughly between guests. My guess is that the rest of the room wasn’t clean too even though there were no signs of visible dirt. (Sidenote: Tried to use the toaster for breakfast and it would not work.)

But based on other reviews that have mentioned the EXACT same problems as we experienced this has been a wide spread issue for a while now, so I assume management/ownership plans on doing nothing to correct these short comings anytime soon.

Future trips to the area will definitely happen, but our accommodations will not be booked here. There are too many other great hotels in the immediate area to visit this subpar establishment again.

My advise - steer clear! It’s just not wort the risk.

Maybe one day Management will decide that “thanking guests for leaving reviews, and apologizing for negative experience” on the reviews, just isn’t enough. You must take action and correct the issues that guests bring to your attention quickly if you want this hotel to continue profiting for the many...