Sir, the room you booked with us was a standard king size room. All of our rooms are viewable online. When you asked my staff about the Suite with a whirlpool tub they did inform you it was in fact one of our suites and was just a different rate. The room was open that night and you would have been welcome to change rooms if you preferred.

The comments about "treating you like an inmate" & "management being worse"; I am not sure how it is you felt treated like an inmate because my staff took you towels when you asked and answered all of your questions. Also, my staff made mention when you inquired about the suite that you were nice and friendly about it, so I don't understand where the disgust comes from.

No one in management has spoken with you so I apologize if you are assuming you had. Again, no one is ever forced to stay in a room. I wouldn't work for a property that doesn't treat people kindly and with respect.

We are well aware things will go wrong at times but that doesn't mean as a business you throw your hands up in the air and give up or don't appropriately take care of someone dissatisfied. What I don't understand is why you seemingly made no attempt to let us know, so we CAN help you. It is our mission to do so, all you have to do is let us.

Regards,

Lori Terry
FOM

As you have every right to post a review the hotel is respectfully declining your request to not respond to this. The reason why is that it is important to us as a hotel, and to you our guest, to let you know that this information is valuable to us. I am sorry that you didn't enjoy your stay and that you had a bad experience. I want to address some of the issues;

Based on your review I contacted the wireless Internet provider to have them do a search to see if there are any issues they could find with the service they are provided based on a blind search. If we aren't made aware of a problem when a guest is here it is hard to correct once they have left. Regardless, the Internet service has been upgraded and seems to be running fantastic. We had no complaints so we did our best as an overall upgrade.

In regards to needing to use a password to get online. We have to protect our bandwidth due to our location in a suburban area, also next door to a Best Buy. I am sure you can imagine if we didn't that it would run very poorly due to capacity issues. That is why we have to use a code. We provide it to any of our guests and haven't had a complaint prior to this of it being difficult or complicated. Most people seem to understand, but regardless we are sorry it was an issue for you.

I wish you would have let us know while you were here that you had a problem with your door as I have zero way of knowing what door it was that may need servicing. All of our doors are updated and are industry standard with electronic locks. I'm not sure how else we can improve upon them at this point.

Overall, again I apologize and have been able to take some of this review and correct some would be problems. Thank you for your compliment on our clean rooms and feedback and know we have made needed changes. If you ever have any issues in the future it is important to let the staff know while you are here, so we can help.

Regards,

Lori Terry
FOM

Thank you for taking time to write such a clear and precise accounting of your stay with us. While we always hope we are better then adequate we are pleased that you had a good stay with us.

In regards to the exterior corridors; we do realize that this has a bit of a “dated” aesthetic to it, but we are luckily in a very safe neighborhood. I always try to console anyone with concerns about it that it is no less safe then the interior entrances. You have the same lock system that you would otherwise and the safety level remains the same.

Our service and commitment to providing a comfortable stay to our guests is our number one priority. Again, I would like to thank you for your assessment and feedback and any improvements we can make, we will, always!


Regards,

Lori Terry
Front Office Manager