Business ProfileforBisbee Grand Hotel

I am a local who had to secure accommodations for out of town guests over Thanksgiving. I called around to check on local discounts, which to their credit, they did offer.My nephew called from ****** approx. 1PM local time, the day of his arrival to let them know it was going to be a late check in (they were delayed) they were told no problem.. just call when you get here and someone will let you in.11:15PM I get called, saying they had been at the hotel for fifteen minutes, there was no one at the hotel, the doors were locked, no one is answering the phone. So they came to our house and we made room for the night. They still got charged for the night even though no one was there to let them in.During the five day stay, the toilet overflowed, they tried to get housekeeping to come help clean things up, there was no one around.They used all the towels to sop up the dirty water off the floor. The next day no towels from housekeeping. They had to ask for towels when they returned (no one present to ask for help when they left that morning) to the hotel that night so they could shower.The last two nights of the stay they had no heat and were in the basement room. The first night the girl said she was new to the job and didnt know how to fix it.The second night they did get some help but the heat didnt stay working. He wasnt really happy with the level of customer service or the fact that he could not get ahold of people when issues occurred.After my nephews departure, I called to speak to ****** the manager, who was out sick but when she returned two weeks later she did get back to me, which I appreciated, and she agreed it was a miserable stay that they had experienced.Today, a week later, I called ****** back to see what the owner had decided and she informed me that unfortunately hed decided nothing would be done.I replied nothing? She confirmed. So I thanked her for her time and told her that ****** decision would be reflected in our reviews.