Strangers were given keys to my room!! Terrible customer service!!
I've stayed at this Clarion Hotel on two separate occasions. The main reason I stayed there was because the hotel is pet-friendly and I was able to bring my dog with me and keep her crated in the room while I was working nearby. If it wasn't for their pet policy, I wouldn't have stayed there since it appears the area of town is not very safe. My first stay, about two months ago, was okay though. No real complaints, but nothing special either. Some of the hotel guests seemed a little questionable, but for only $50 a night, I guess you might expect that. I stayed in my room and minded my own business. I only came out to walk my dog or go to my car.
This past week, we (my dog and I) stayed there again. This experience was much, much worse than the last. The customer service I received was horrible. Ava, one of the front desk clerks, was extremely uncaring and rude. I experienced several problems during my stay and she failed to apologize or accept any responsibility whatsoever. My room was never cleaned, clean towels were not provided, and two of the rooms down the hall obviously contained guests who were smoking marijuana. The hallway smelled like a Grateful Dead concert. I think I got a contact high just from walking down the hall! When I reported this to the front desk, Ava took no action whatsoever. Four police cars also came to the hotel one evening, but no one would answer questions as to what happened or why they were called. It definitely didn't make me feel like I was staying in a safe environment though.
Finally, the absolute worst thing that happened was that at 10:30 PM, two people tried to enter my room and actually unlocked the door! It scared me half to death because I was in bed! When I told them the room was occupied, they showed me that they were issued keys to my room by the front desk. I called the front desk to ask what was going on and Ava told me she didn't have record that I was in the room. I'm not sure why that was the case, but I stayed 2 nights in the room and was issued keys to the room. Ava told me that my keys were no longer going to work since she activated new ones and that I'd have to come down to the front desk and get new keys. I asked if she could deliver the keys to my room since I was in my pajamas and didn't want to come down there, but she said no and that I would have to come get them myself.
When I went down to the front desk, I asked how the other guests could have been assigned to my room and given keys while I was still staying there. She said she had no idea and was VERY unapologetic. She didn't say sorry even once! All she kept saying was that it was not her fault, she didn't assign the rooms, and that someone else did it. She took no ownership of the problem whatsoever. She also refused to call the manager when I asked to speak with him. I had to wait until the following day to speak with him in person. Thankfully, the manager was very apologetic and took care of my bill entirely. He told me he was considering firing Ava since there had been several complaints recently and I certainly hope he does because she was the rudest hotel employee I have ever encountered in my life. No professionalism whatsoever. Just downright rude.
This could be an okay hotel if they hired more employees who actually cared about delivering customer service. The area isn't the best though. I didn't feel unsafe, but after 4 police cars showed up, maybe I should have.
I would not recommend staying at this hotel. There are several hotels on Stage Rd., just a few exits up, that are in a much safer area. And you won't have to worry about strangers coming into your room!