Destination Family Hotel

Futon was broken

This was the worst hotel experience in my life. I had two major issues:

1. My deposit was not refunded
2. A suspicious driver was arranged

【1) Deposit not refunded】
I paid a $200 deposit at check-in. I was told it would be refunded in a few days, but I did not receive it even after more than two weeks. I contacted the hotel through Booking.com messages and email, but there was no response. After contacting Booking.com, the hotel finally replied and said “we should have already refunded it,” but this was not true.

Later, they told me they could not process the refund without the physical card. I still do not understand this explanation, and no proper reason was given. In the end, I received the refund via e-transfer. Even if this was not intentional and was caused by a system issue or a mistake by the staff, they should have clearly explained it and properly apologized. I believe that if I had not followed up multiple times, I might not have received my money. Their explanation and apology were not sufficient.

【2) Suspicious driver】
I asked the front desk to call a taxi early in the morning for my flight. However, the person who came was not a proper taxi driver, but a suspicious man in a regular car.

I felt something was wrong, so I went back to the front desk and asked again if he was really a taxi driver. The staff confirmed that he was. Based on that, I got in the car.

However, there was no taxi sign or meter, and he asked for $100 (the normal price is around $15–20). He did not seem to be going to the airport, and his behavior made me very uncomfortable. He made inappropriate comments and even touched me. I felt it was a dangerous situation.

I managed to return to the hotel by telling him I forgot my wallet. After I explained the situation, the staff apologized and called a proper taxi.

I am not sure if the hotel was involved in this situation, but there are many things that do not make sense.

Nothing to be honest

Cigarette burns in bedding, stains on sheets and towels. Excessive noise after 10pm. Fighting happening in the hallways in the night. Heater was stuck on high so room was at 30 degrees.

The bathroom was dirty. The sheets were clean but the blanket and bedspread were stained. The room was VERY cold. I was provided a space heater to use at night to stay warm. The room door had a big gap at the bottom.

Nothing

I booked two single beds through booking.com and it was changed to a double bed...but the hotel was very helpful in making the changes for us.

Tv didn’t work, dirty floor, broken/chipped table

Most disgusting room I’ve ever been in. Cigarette burns on the blankets and bodily fluid and glitter residue everywhere

The room was not clean, especially the bathroom floor. There were odors in the room - smelled like sweaty feet. The receptionist was very slow, seemed confused. There is one elevator and the back stairs. It didn't feel that safe. This could be a great location, but the place is due for an overhaul.

Linen and towels were dirty

No coffee machine.

Not a safe location