We pride ourselves in customer service. I apologize for any problems this guest may have faced. Our current GM has been with us since we opened this hotel. We have not made any management changes. When the GM spoke to the customer on the phone the GM was not able to meet face to face with the customer. GM told the customer she would be at the hotel all day on Friday and all day on Saturday. Customer said they would stop by the front desk. The customer did not come to speak with the GM. The check out day was Sunday which the GM took off. Our GM works anywhere from 60 to 70 hours per week. We love to speak with customers. According to our front desk and maintenance logs the only issue reported with this room during this customers stay was a clogged toilet. That problem was resolved as soon as it was reported. We have regular deep cleans and montly Preventive Maintenance schedules for each room. We also track problems that occur inbetween the schedule and fix all issues within a resonable time of reporting. Our current GM has been certified acrros a broad range of franchise requirements and she has obtained many awards from our franchise. Once again we apologize for any problems or confusion with this stay.