I was in town to support a coworker who was grieving the loss of her son, and unfortunately, the experience at this property added additional stress to an already devastating situation.
The mother of the deceased child’s mother, sister-in-law, and infant grandchild were locked out of their room. Despite the urgency, no one was able to assist in regaining access, as the manager could not reach maintenance. By the next morning, the room was still inaccessible, leaving the grandmother unable to retrieve her clothing and, more critically, her medications. This delay prevented the family from preparing in time for the funeral service scheduled that morning.
The situation escalated to the point where both the fire department and police were called. The fire officials determined the issue was caused by a faulty bolt, and the fire department had to force the door open. Even after this ordeal, the manager, Lee, stated that the guest would still be charged for the room—despite the fact that it was not usable for the duration of their stay.
There was additional concerns.. but, this experience was deeply disappointing since this brand promotes family, value, comfort and hospitality.