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Room was terrible when entering the smell of mold and mold spores all over bed and pillows and the A/ C was not cooling. We immediately left room to go back to service desk to let them know we were not going to stay and wanted our money refunded back to our credit card and leave. When asking manger to credit money back they said it would be 20- 30 minute wait to credit money back to credit card, while waiting other customers was wanting refunds as well with same complaints about rooms, mold, no A/C and dirty rooms. Customers were complaining about finding used condoms found under bed found by children inspecting rooms. There were 4 customers along with ourselves all wanting rooms refunded. Manager would not come out office to deal with customers complaints about rooms.
Desired outcome: Refund back on our credit card and we believe this place should be inspecting by corporate and fix problems or be shut down.
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You need to take action immediately. Go back to the service desk and demand to speak with the manager face-to-face. Make it clear that you won't leave until your refund is processed. If the manager refuses to come out, create a scene if necessary. Let everyone in the lobby know about the filthy conditions and poor service.
Use your phone to document everything—take photos of the mold, dirty rooms, and anything else that’s unacceptable. Record your interactions if possible. If they continue to stall, threaten to call the health department and report the hazardous conditions. Don’t let them ignore you. Be loud, be firm, and don't leave until you get your money back. Make them understand that you won’t tolerate such disrespect and poor service.