Stay away from this establishment.
I recommend everyone to read this and stay away from this establishment. I booked a stay with this hotel on 7/29/22 until 7/30/22. Was driving into town and needed a place to stay so I use my Chase travel card in order to book this stay. When I got there with my family, I was able to get into my room, which was room 313 on the third floor. Only issue was, I found hanging old underwear from the previous guest in the bathroom. I got a picture and took it up to the front desk person, Maliyah. She didn’t believe me at first until I showed her the picture and she had a nasty attitude, making it seem like it was a hassle to deal with. She told me she did not have any extra rooms and I told her there had to be something she could do. She then said “oh I have another room” and booked me for another room on the first floor right next to the elevator. I thanked her and went into the room. This time however, the room still had garbage in trash bags on the floor as well as a dirty towel next to it. It occurred to me that this room had not been cleaned yet. I went right out and told her the problem. She told me to “wait a moment” and called her manager and expressed frustration that the house cleaning crew had not clean any of the two rooms she had offered me.
She continued to have the worst attitude and instead of assisting me in figuring out the situation, told me to wait and moved on to the next guest with no action on her end. I went outside to discuss with my family and we decided to cancel, ask for a refund, and go somewhere else due to the service we received. I went inside and asked to cancel the room and for a refund only for her to tell me that since it was booked through Expedia, I had to take it up to them. I went back outside and called the Chase travel center since they booked my room and had a specialist on the phone who told me that they would contact Expedia but I had to formally go back and ask her to check out. I went back in and Maliyah had started to raise her voice at me and my family, yelling “I cannot check you out until 4am because of audits”. The specialist on the phone was also on speaker and said that it made no sense and that if I wanted to check out, I was given the right to check out regardless of an audit or not. Maliyah then yelled that I could get my bags and get out. The entire time I never matched my tone with hers and stayed calm. The travel specialist I had on the phone had the phone call recorded and heard her aggressiveness and impoliteness towards us. As we left the hotel, the specialist told us she would document everything down and bring it up to Expedia. Expedia would then have to contact the hotel and then the hotel would have to issue the refund. I was told to call the travel agency for updates. From there I found a room at a different hotel, unpacked my stuff, and called back for an update, only to be told that the hotel rejected my request for a refund because “a manager wasn’t there”. I had to call back tomorrow in order to get further updates.
The next day I called and the travel specialist told me that they had contacted Expedia and that Expedia told them that upon contacting Ashley Inn and Suites, they would not be able to proceed with any refund requests until the manager was available. The manager was available Wednesday, August 3rd. I told them I would call the hotel to ask for a manager, since I suspected fraudulence as well as lies. I called Ashley Inn, only to have Maliyah pick up the phone, stating she was the manager and she remembered who I was. She said she would refuse my refund, telling Expedia that everything was my fault and that I had caused a disturbance to her guests. Mind you, I never raised my voice and the travel specialist I had on the phone had a recording of her yelling at me. She then hung up the phone on me and blocked my number.
I opened up a dispute and am working with Chase Bank as well as Expedia in order to process my refund because I was treated with poor service from the staff and was also given two dirty rooms. Chase and Expedia later contacted the hotel, only for them to find out that Maliyah was not the manager, and that they would have to have an escalation team get in contact with the real manager in order to process my refund. This employee lied about her role as a manger in order for her to deny me a refund. It is unprofessional and unbefitting for a person like this to work in a service setting.
This establishment operates with unethical business practices, taking money from guests when things don’t go their way.
I highly advise anyone looking to book this hotel to STAY AWAY, especially if the front desk person is Maliyah. The will give you a dirty room, place the blame on you if anything goes wrong, SCAM and take your money, and send you out looking for another place to stay. Please avoid at all costs.
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