So, we checked in on sat. After 4. We asked for a king room and when we got there , we were informed that we had queen beds, not an issue, but it was two queen Rooms, seperate bathrooms, and not together. We were on our anniversary, let the guy know who answered the phone after booking online. He said no problem. Obviously it was a problem because we did not get a king room. I work at a hotel, I know the rules and complaints . I would never recommend this hotel based on the fact, we did not get what we asked for, the hallway was incredibly loud from 11:00 pm until well after 4 am. I went to the front desk and asked them to quiet the ppl in the hallways if possible. Nothing was done until my last straw broke and I screamed at the hallway lurkers yo go to bed. Why did the night auditor not do this? It’s there job. Then we stripped the bedroom for the house keepers and left a 20 dollar tip. Checked out at ten am. Then we get a phone call saying we smoked In the room? Excuse me, I’m not stupid. We never smoked in that room, in fact we were in room 5, & 7. With door #7 not locking. That’s awesome When we walked by room 1-3 nothing but the smell of marijuana which I’m allergic to, and they blamed us... well we had to have the window open when we checked in because of the smell of smoke and disgusting smells of not washing the comforter often. I went and bought my own blanket. Gross. However being a hotel employee I didn’t complain. That’s life. But the smoke smells coming in the windows was most likely do to the fact that there are a few dumpster divers in the parking lot. And they bang the lids all night. You can hear everything with the windows open, but considering the smell we slept at the temp of 64. Then after checking out we get a call that they are charging us for smoking in the room? I’m pretty pissed because I would never dream of smoking in a hotel room. It’s rude to other guests and just wrong. So my opinion of this hotel would be a negative -5. No coffee ready in the morning, had to ask for cream, which the man at the desk did refill with plenty of slamming cabinet doors and giving me hell for asking , like I was being an ass. I was so nice. Only stay here if you want charged extra, no sleep, dirty comforters, and noise all night long, dumpster divers and rude night auditors. Absolutely hands down the worst hotel I’ve ever stayed in considering the price. It’s a negative 5. Good luck staying here and resting! Julie Mcklem. Room 5-7 on Saturday the 16th of June. I hate this hotel.
Hello Julie,
It saddens me to read such a poor review of our property. We do strive to make sure that our guests have a great experience when staying with us and I apologize for falling short of your expectations.
We have a fresh pot of coffee automatically brewed at 6:00am every morning but sometimes that may not be enough for our early risers during higher occupancy periods. I will be looking into other options to ensure there is plenty for everyone before our staff arrives at 8:00am. The station should be well stocked with creamer and sugar the night before and I will ensure that it is from now on.
With that being said I would like to clear up a few conflicting statements in your review. The unit you booked was our double diamond queen room and clearly describes the layout of the unit on booking.com. Our guest service expert does not recall anyone calling prior to arrival and requesting a king bed. The hotel was completely full the night of your arrival and we would not have offered something that was clearly unavailable if such a request was made. Upon arrival and checking into the unit there was no mention of wanting to change room types and shortly after your check in, our associate had asked how the room looked and he received a reply of "everything looks perfect". Also when asked again the next day upon checkout, there was no mention of the issues you referred to the night before and when asked how your stay was, the reply was again "It was great, Thank you."
Our front desk closed at 10:00pm that night and we do not have a night auditor. There is a private security company that walks the property several times through the night and they may have been the person you had spoken with but they do not have access to our front desk. They are a very reputable company that have always reported the smallest of incidents and there was no mention of any complaints about the noise in the hallways on that night. Although I have only been at The Bristol for a couple months, I have worked with them at other properties for the past 7 years and have never had any complaints about their services. They have always had a reputation of handling complaints in a timely, hospitable manner. If there is a situation that they are unable to resolve, they have always called me to inform me of the situation, regardless of the severity or time at night.
In regards to your comments about the bedding. We had recently reopened the hotel at the end of May after remodeling some of the rooms and all of the common areas. After the construction we deep cleaned every single unit. this thorough process included duvets and other blankets within the unit. Our housekeeping staff changes the sheets and the duvet cover after every stay at the hotel. We also have the duvets washed on a regular basis. We pride ourselves on cleanliness and if you read our other reviews,"clean" is one of the most common used words when describing the property.
We try to be very transparent that we are a hotel built in 1948 and located in the heart of downtown. We have upgraded our windows in the rooms to help prevent noise but from time to time there is activity outside the hotel that can especially be heard when the windows are open. I apologize for the odor of marijuana you had mentioned in your review. I understand if someone is allergic that it would be even more of an inconvenience. Unfortunately, there was also no report of any marijuana smoke present in the hotel by the security company and I assure you that it would of been reported because our strict non smoking policy does include marijuana. Our staff did not notice any evidence of smoking anything in any of the rooms surrounding yours. Even though we did not receive a report, it is common practice to enter units as soon as possible on the day of departure.
I understand that you are upset for extra charges applied after your departure. It very clearly states on the registration for that was signed during check in that there is a $150 fine for smoking in the unit. It was confirmed by 3 different employees that the odor was cigarette smoke that was definitely present in room #7. It was very overwhelming and could be smelled in the hallways. Upon entering the unit, our housekeeping staff immediately reported that #7 was the source of the odor.
I assure you that we do not add additional charges unless it is absolutely necessary. Since you work at a hotel as well, I assume that you understand that we do not gain anything from applying these charges and that the money collected is applied to the extra cleaning and sanitation necessary to remove the odor from the unit. I get no satisfaction when applying extra charges and will only do so if I am certain that the charges are warranted.
I understand that these charges are very upsetting to guests when they occur. Again I apologize that this could not be resolved in a different manner and I understand if you do not return for a future visit.
If you would like to discuss this further, please do not hesitate to contact me directly. (970) 879-3083 or geoff@steamboathotelbristol.com.
Sincerely,
Geoff Kuhnhausen
