It all began on the night of check-in. I received my room key and was informed of its location. I drove to the far end of the building, hauled my bags to my room (as a female I pack very heavy- many bags). I desperately wanted a shower. Entered the room, the shower was hairy. To my disgust there were many hairs in the shower that just couldn't have been missed if it had been cleaned. I called the front desk, they informed me to come down and they would give me another room. I asked if they had anyone to get the bags, they said I would have to bring them with me. I carried every bag myself. I asked for a room closer to the lobby because the hallway was long and I had difficulties carrying all the bags myself, as I suffer with a disability that makes this very difficult. I was very pleased when the receptionist told me I would have a room much closer to the lobby. I asked if there was anyone to help with the bags because they were heavy and they said they were understaffed. I therefore carried my bags to the nearest elevator only to find out the elevator was broken. I once again had to carry my bags all the way down the long hallway and then once off the elevator back 3/4 the way down the hallway again to get to my room "closer to the lobby!" I was very upset at this point. I looked for the guest directory to see how late the lounge was open because I did not have dinner yet. There was no guide, no directory. I called down to the receptionist and she said they did not have guides for the rooms, but there was one at the front desk. Therefore, I walked down the stairwell and made my way to the lobby. I asked for the directory and was told they did not have a directory but rather just a map that the receptionist hand wrote open and close times on. I was very confused at this point, so much so I needed a drink. I entered the bar area and the bartender was not very pleasant. I asked for a drink. The lady next to me was informed her food would be right up. I asked if I could still order. I looked at the menu and ordered Chicken Tenders. I ordered another drink while I waited. I then received my bill and was shocked at the cost. Beers each were 3.50 and the chicken was $9.00. I informed the bar tender that I was overcharged and he said that the manager just increased menu prices today. I showed him my menu and the cost of the chicken and he very impolitely said he would not change it and went through every other menu and discarded it as the manager not changing all the menus. I was so disgusted I went back to my room and called to express my frustration. I did so only to get a comp meal in the dining room. This was not why I called. I wanted to be heard and my feelings validated. None of this occurred. I was rushed off the phone I felt with a mere apology and a comp meal. The next day I entered the dining room for a latte and pastry and was told by they only wait staff there that she didn't know how to make such a coffee, even thought they were a Starbucks brewery. I don't quite understand this and when you charge $4.50 for a latte I would hope your staff know how to run the machine. I felt very badly for this waitress because she was the only one scheduled and was so busy they had the room service delivery boy helping her and he didn't appear to know what was going on. My third day at the hotel will definitely be my last EVER!!! I woke and the day started fine, however, when I arrived at the dining room for my comp meal I didn't think they were even open. I stood at the waitress station for a very long time then wondered for a while longer. I waited at the front desk and the hotel seemed to have been evacuated of all staff at that point. I went to the bar and there was no bartender their either. I waited a bit there and finally the bartender showed up. I asked if the dining room was open and she said it was, she was going to get the waitress for me. I waited again. Eventually the waitress showed up and I was seated at a table. I informed the waitress of the comp meal and she asked why I was getting a comp dinner. I explained my mishap so far. She apologized then went to get the glass of wine I ordered. I thanked her for her kindness and the glass of wine. Then I received a phone call. I was sipping the wine then after about 3 drink my upchuck reflex kicked in. To my disgust there was a very thick hair stuck to the inside of my wineglass. I caught the waitress walking by and asked her to take away the glass of wine. She was mortified at my experience. I asked for a bottle of beer, with the cap on, at this point. Dinner finished alright. I met some colleagues at the pool after dinner. They now found my stay at the Metropolitan Hotel amusing and very comical because this all doesn't happen to the same person. I was told by one of them that the elevator was finally fixed. I chuckled that I wasn't going to take it because my luck so far would find me stuck between floors. I was getting kind of warm and needed to use the restroom so I excused myself to my room to put on my swimsuit and use the facilities. As I was walking toward the stairwell a lady just so happened to be coming off the elevator. I wasn't really thinking and stepped on because I desperately needed to go to the bathroom and thought it quicker. I pushed floor 3. The elevator was moving upward, and then I waited and waited and waited. Nothing. I pushed the door open button and there was no response. I thought maybe I didn't hit the 3rd floor button so I pushed it again. Panic immediately settled in and I didn't quite know what to do, but being mildly claustrophobic I was not feeling so well. I pushed floor 2 and the elevator began to descend. The door did not open. I pushed floor 1 and the elevator again descended. The door did not open. I continuously pushed the door open button but there was no response. I started yelling for help and tried to pry the door open. I was able to get the door open a smidge. I saw the lady who just stepped off the elevator when I got on; she went to get help. I was panting now and scared out of my mind. I was still stuck. After a few minutes she returned and I had the door open about and inch. She and I pulled/pushed the door together. I was able to squeeze out. I went to my room to calm down and use the bathroom. After calming down for about 30 min. I went to the front desk to report the incident. There still was no sign on the door saying it was broken. I waited while they checked in a small family of 5. The mother asked about the hot tub and the receptionist said they had a very nice one in the poolroom. This was very deceptive since the hot tub was under construction as well. I told the mother this and she was disappointed, as well as not to use the elevator that was broken. I informed the receptionist that there was not sign on the door and I was afraid that someone was going to be hurt because I was just stuck in the elevator for about 15-20 minutes. She was very rude and said that the engineer was taking care of it. I expressed concern that there was no sign and someone might get hurt. She continued to be rude and didn't once ask if I was alright or apologize for the mechanical failure, rather she spoke to me with annoyance. I was very angry at this point. I returned to the poolroom to tell my group. They were once again amused at my continued luck with this hotel. After a while we were ready to enter the pool and several people fell due to the extremely slippery steps, myself included. I am very sore and my butt, elbow and wrist all have cuts and the beginnings of bruises. This morning I attempted to tell the receptionist and I was once again dismissed and there was no apology, not a "we'll look into it," there was nothing. I vow to never return and I urge you not to go there either.
On one final note: I overheard a guest ask the receptionist a question and the receptionist replied, "Oh, we don't have that because were not a 'Big-Named' hotel.
My word of advice (coming from 14 years in the hotel industry) if you want to be a big-named hotel, you have to act like it. The customer service should be exemplary.