We were off behind the building in an older motel style building. The first night there were not pillow cases on 3 of the pillows, when I called to get cases, I was told that I could come over to their building and get them from the front desk. It was just me and the kids, so I asked that they deliver them. They told me that there was only one person on staff and they couldn't leave the desk to bring me what I needed. After getting upset, they found someone to bring me pillowcases 45 minutes later! The room was old and dirty, with a razor head that was not mine on my bathroom floor for the whole 3 nights we stayed. There must have been some hole to the outside because despite our efforts to rid the room of bugs myself and my children were eaten alive by mosquitos while we slept. every night! On the second day the room was somewhat serviced, and they left me with only 2 towels, none of which were in the bathroom. My Friend who was staying next door to me had the same trouble with the towels, and on day two her room began to stink like sewage. Upon complaining to the management she was offered some air freshener. There was clearly a problem in the bathroom as the smell was strongest closest to the toilet, but the entire room was nearly unbearable! Not once did they send over maintenance to try to fix the problem. On the last day that we were staying I complained to the front desk about the way our rooms had been serviced. They offered to have "so and so" assigned to our room, and assured us that he would clean it right. Indeed there were clean linens, but the razor remained on the bathroom floor. Generally the rooms were dirty and the service was terrible. And to add insult to injury, they've over charged me and now I have to call and get that charge taken off.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
8 August 2011
The hotel is responsible and we failed. We apologize. This guest was in our older building which has older air conditioners that are not as effective as newer technology in keeping humidity out and in high temperature, high humidity days the rooms can smell “musty”. As to the housekeeping issues the hotel contracted these rooms out to a third party. Here is the contractor’s statement:
My company is contracted by Nauvoo Family Inn & Suites to do housekeeping in the “Annex” rooms, one of which this guest stayed in. The standards we are required to meet are: rooms at the Nauvoo Family Inn & Suites are to be cleaned daily for stayovers which includes fresh towels given when they are requested or when the dirty towels are left on the floor. If the towels are hung up, the assumption is that the patron wants to reuse those towels for an extra day. When rooms are refreshed daily, housekeepers are to remove trash, clean toilets and sinks, make the beds and change sheets if patrons require it and vacuum the floors around the patron’s items. Housekeepers do not move patron’s items and thus floors and beds that have items on them cannot be fully cleaned until those items are removed. The hotel expects its employees and contractors to provide excellent service for guests. We disappointed both the guest and our employer when we failed to meet these standards.
Sincerely,
Mokihana Jensen
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
