Extremely poor customer service and unclean.
On June 11, 2005, I visited the Emerald Inn to view one of your rooms, room 216, for quality based on an anticipated stay. At that time, I spoke with Debbie, the property Manager, who informed me that the facilities were well maintained and that I would be able to stay in room 216. I signed an agreement which indicated that I would be staying in that room from June 11th to June 18th. The room had a significant amount of cupboard space to accommodate my belongings.
When I actually entered the room at approximately 11pm on June 11th, and brought in all my belongings, I found that the refrigerator had not been cleaned and there was rotten food in it. Upon opening the refrigerator, a foul smell permeated the entire room. Immediately I went to the managers office and informed them of the situation. They suggested that I move all of my belongings to room 215 and that they would have the housekeeper clean my original room first thing in the morning. I agreed, however room 215 did not have any cupboard space and the refrigerator and wall were dirty. That night I did not unpack any of my belongings due to the anticipated move in the morning. Instead, I left my belongings in the suitcases to avoid repacking in the morning.
At approximately 10 am I observed that the door of room 216 was open, however it had not been cleaned. I went to the managers office to inquire as to why, considering the housekeeper was on the premises and cleaning other rooms at that time. Martin, the property Manager, informed me that she would be cleaning rooms all day and that she would get to room 216. I reminded him that his wife, Debbie, had ensured me that my room would be cleaned first thing in the morning due to the insufficient cleaning. I also informed him that I had to leave to work and would not be back until late in the evening. He suggested that I move my belongings into room 216 which still had a foul odor. I declined because I did not want the smell to get in my belongings. Alternately, he suggested I move my belongings when I return at about midnight after work. I told him that this was not an acceptable solution and that I simply wanted to check out for the following reasons:
1) They were not able to honor our original agreement for room 216 based on an error on their staffs behalf
2) As a result of that error, I was forced to move my belongings to a room that was not comparable
3) I did not want to unpack and repack, therefore did not unpack my belongings that night and could not enjoy the space as I had anticipated
4) I viewed room 216 in advance of signing an agreement to ensure it met my expectation
5) Room 215 had a dirty refrigerator and wall which made me question the cleanliness of the facility
6) They had not honored their promise to have room 216 cleaned first thing in the morning
7) Martin was unprofessional and defensive when I was attempting to find a solution to the problem
