I normally do not like to post negative comments however this experience was worth sharing.
We arrived at the Carolinian a few hours early and some of our guest were able to check in since their rooms were already cleaned. There was one group in our party who’s room was not ready so they were told to come back at the original check-in time which was 4pm. When they went back to the front desk after 4pm they were then told that the room was still not quite ready because someone had urinated on the sofa and they had to clean it so the sofa was still wet. They told them to still check in and wait for the sofa to dry.
Before they decided to check in we asked if we could view the room and I’m glad we did. When we stepped through the door there was a strong urine smell and the whole room smelled horrible. I walked over to the couch and could still smell the urine on the pillows. We immediately returned to the Manager and told her that the room was unacceptable and nobody should have to stay in a room that smells like urine. On top of that the guest requested a room that was handicap accessible which they also did not accommodate. The Managers attitude was very dismissive at first and when I mentioned to her that they should be offered a full refund she had the audacity to say well we can only offer a partial refund but not full.
You have got to be kidding me! Also, we were visiting during a high vacation period so there were no rooms left at this hotel which they did let us know and there were also no rooms available at any of their sister properties which we found out about an hour after they tried to check in from their relocation center staff. After being on the rode for over 8 hours, and having to deal with this situation on my birthday I was so disappointed. The entire day was ruined because we had to find a place for my elderly grandmother, my brother-in-law who is in a wheelchair and my mother-n-law to stay. Which of course we never did because every place nearby was booked. The closes place was about 25 minutes away and we were not comfortable with them being that far away in case something happened. Finally, after they realized no rooms were available they did offer them a refund and told them they would need to rebook somewhere else. Once again the closes available rooms were about 25 minutes away. So because we could not find a place nearby we had to pile everyone up in one room. Which was not comfortable but unfortunately we had no choice. I had to sleep in a chair sitting up so that my family was comfortable. Also, the couch and tub in our room was dirty, the carpets were dingy, it was so hot when we entered because they forgot to turn the air on and the room did not have a fresh or clean smell.
I will however say the front desk staff were very welcoming and professional. Everything was explained in detail from the amenities offered to the extra activities such as water park tickets and golf. The maintenance staff was also very accommodating. If we needed extra toilet paper or towels they had them sent right up. The complimentary breakfast at Magnolia’s restaurant which is right across the street was amazing. The food was fresh and the staff there were super nice.