I recently made reservations for two adjoining rooms at this hotel and I regret to say that we did not find the conditions of the hotel, rooms and facilities or the level of professionalism up to acceptable standards.
Upon checking in, I was greeted by a young man in a baseball cap and tee shirt. He took over 20 minutes attempting to check us in using a very old computer. When I advised that I was becoming late for my destination, he apologized by saying he was, “Out of it.” In fact, check in was not fully completed before we had to depart. We found the building in disrepair with the humid smell of mold and mildew and the feeling of unseen insects permeating the halls with no air conditioning. The pool was closed and the security door to the section we were in did not work and could not be locked.
We returned to our rooms around midnight and found that there was no air conditioning and the fan-cooling unit did not work. I called the front desk and the same young man who was at the front desk appeared at the door, apparently now a maintenance man. The unit could not be fixed and two more adjoining rooms were found. However, only one of the locks on one of the room doors worked so we would have to use one door to access the two rooms. Although the linens appeared clean, we found no mattress pads on the beds and the there still was no air conditioning in the rooms. Fortunately, there were two portable box fans although one of the fans had a broken switch. The floors and bathrooms were dirty and in need of cleaning and repair. It was now after 1 am
This was not a pleasant experience. Never before have I been moved to take pictures of a hotel and write a letter of complaint. In fact, I could have taken many pictures. I certainly did not expect this from a Regency Hotel. It seems that this hotel was formerly a Howard Johnson’s and was purchased by Regency Inn & Suites. The staff here did their best and apologized profusely for the conditions. To their credit they did make adjustments to our bill but it is clear that they lack the training, support and funding needed to bring this facility up to acceptable standards.