ComplaintsforOak Creek Terrace Resort

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made 3 attempts already to resolve with management, they have not responded via e-mail or phone and when I call, I am told they are not available and that they are aware of the issue. It has been several weeks now. I had initially booked into #15 and upon arriving to the hotel we were advised that we were moved to # 18 due to remodel in #15 and was told it was similar to number #15, the website did show it available just 2 days prior to arrival when booking and we were not notified at all before arrival that it would not be available, it was booked on StayGrid a live booking system of availability. Upon parking we see that unit #15 is under major renovations (new vanity, new mirrors, new painting, all which can be seen from the open patio door) and not due to a last minute issue, which is still upsetting that it was for reservation just a few days prior and that we were not updated we would have to move or that the unit was unavailable. Unit #18 we stayed in had cockroach, spider webs over bed with spiders in web and throughout, a concerning spider was on the comforter, patio furniture covered in debris and door was hard to close in door frame. Bath tub was full of pubic hairs and there were several holes in the walls, and vent fan inoperable and squealing and alarm clock went in middle of night at 12:00AM. Room is in very poor condition. The bed is in terrible condition, just sitting on it felt like a cardboard box frame that creeks and actually bends inward on the edges, and it feels very hard like it is on top of a wooden board and ended up sleeping on top of the comforter and bundled up in sweaters to try to get some kind of softness on the mattress. Please see all the photos and video of the condition of the room. Staying here was like being in survival mode just to get to departure the next day, please see Photos + Video of room conditions. ht**********************************************************************************

  

  Business response

  03/13/2023

  ******,

  
  

  Thank you for staying on top of this complaint. I am going to be completely transparent with you on this matter. Unfortunately I could not respond to this complaint in a timely manner, because when this occurred I was also notified that my oldest son had a **** *** ********* **** ****** ****** **** ** ** ***** **** *** ******** *** ****. So I had to drop everything to give him all of my attention. H* ** **** ** ***** *** *** **** **** ****** * *******..So I do apologize for not responding. To my knowledge though, I was under the impression that  this was already taken care of. I'm not sure what other follow up we need to do on our end. As we did give Mr******** a gift certificate, along with an apology for his experience. Let us know how we can help with anything else, and again I apologize about the late response. I am going through a turn over with staff, and still training our front desk so they don't know yet how vital your emails are. 

  
  

  Best Regards,

  **** *******

  Hotel Manager 

  
  

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