thought_bubbls (thought_bubbls) wrote in bad_service,
thought_bubbls
thought_bubbls
bad_service

Not sure what to do next....

I'm not really sure where to turn with this.  I've tried to get resolution through Days Inn and through Wyndham, who owns Days Inn but no one will take any responsibility!  Here's my story.

My mother and I stayed at the Days Inn in Georgetown, KY from 4/25 through 4/29 of this year.  We were visiting Kentucky to attend the Rolex Kentucky 3-Day Event at the Kentucky Horse Park - which was amazing, by the way!!  Here is what we experienced (the bolded text is the review I left on just about every travel website):

This is one of the most disgusting hotels I have ever stayed in.  The rooms are very old and outdated.  This is not the problem though.  I have no issues with staying in an old room as long as its clean.  I have never seen such filth in my life.  The carpeting was stained and threadbare, the chairs in the room were covered in a thick layer of dust, the air conditioner was covered in dirt and mold, the bed linens were not changed from the previous guest and they were not changed for us even after we requested it!  We had to get the manager in the room at 10:00pm to change the sheets and pillow cases for us.  I know they weren't changed because my sheets had the same stain in the same place for at least two days.  When I saw the pillows with the cases off I was completely disgusted.  The pillows were stained yellow with what I can only guess was sweat and drool.  One of my pillows even had blood on it.  Absolutely horrifying.  The bathroom had feces smeared on the wall by where the toilet paper hangs and the drain was loaded with hair that was never cleaned.  The ceiling in the bathroom was spotted with black mold.  When we went to complain to the lady behind the front desk, we heard her very loudly complaining to another employee about a customer that had been leaving as we were entering.  Calling the customer: "Nothing but an old drunk!" and saying that they could smell the alcohol on her breath.  Totally unprofessional.  We had booked four nights here but only stayed two.  I honestly don't know how we managed to stay that long.  This hotel chain is owned by Wyndham and they were NO HELP when I called the customer assistance line.  I wasn't even asking for my money back, I just asked that they transfer us to a different hotel in the area.  They refused saying that they couldn't do that.  They said we would have some resolution by May 3rd - I was told this on April 27th.  Meanwhile my 65 year old mother and I were stranded in Lexington, KY with nowhere to stay for two more nights.  The whole experience was awful.  Pictures can be seen at Yelp or TripAdvisor if interested.

I have posted this review on both Yelp, Google Reviews and TripAdvisor.  I strongly urge you to go and look at the pictures I took.  I think you will be just as shocked as I was at the condition of the room.  Here is a link:  http://www.yelp.com/biz/days-inn-of-georgetown-georgetown#hrid:XSTXQZCn_HaYm5cwUVQ91w
 
For the record, the other reviews posted on Google Reviews have been COMPLETELY fabricated.  This should be illegal.  I booked this hotel based off of these reviews.  The photos of the hotel posted here are EXTREMELY misleading as the rooms look nothing like this.  Here is the link for reference:  http://maps.google.com/maps/place?hl=en&prmd=imvns&bav=on.2,or.r_gc.r_pw.r_qf.,cf.osb&biw=1280&bih=642&um=1&ie=UTF-8&q=hotels+georgetown+ky&fb=1&gl=us&hq=hotels&hnear=0x88423f014f1f682d:0xa0556cb3aac718a4,Georgetown,+KY&cid=13315846873952105112&ei=KivFT_22O6Ko2wXfyfm1AQ&sa=X&oi=local_result&ct=placepage-link&resnum=3&ved=0CH4Q4gkwAjgK

I never heard back from anybody from Wyndham or Days Inn again.  My arthritic mother and myself ended up having to purchase an inexpensive tent and two sleeping bags and spent the next two nights of our vacation sleeping outside because we couldn't afford another hotel room because neither the Wyndham representative nor the Days Inn would refund our money.  The frigid temperatures during the next two evenings caused my mothers arthritis to flare up pretty badly during the next two days so she was sadly unable to enjoy the rest of our vacation at the Kentucky Horse Park because her knees were so swollen that she could hardly walk.
This hotel was the most unsanitary, disgusting place I've ever seen.  The staff was unfriendly and very unprofessional.  I find it very hard to believe that we could not have been moved to a cleaner hotel.  I can't even tell you how angry I am that my mother had to sleep in a tent on the ground.  You don't get to enjoy much these days with the economy as bad as it is.  People can't afford vacations but we scrimped and saved to be able to visit Kentucky and enjoy ourselves and the whole experience was ruined for us because of this.  I just feel so disappointed and saddened by the whole experience.

We just heard back from the General Manager of the Georgetown Days Inn today (6/4/12) and although he admits to being aware of the condition of his hotel rooms, he is only willing to refund us for 50% of the first nights stay.  His argument is that he brought us clean pillows on the second night!!


So, I don't know what to do next...I've sent and email to all of the local media stations but after that, I'm at a loss...

**Edited to add:
It was just a really weird situation. When we first got to the hotel we were tired from the long drive to Kentucky - we're from Illinois. The room was dirtier than I'm used to but we didn't look too closely at anything and went to bed. The next day I took a pen and made a mark on the sheets on each of our beds and then asked the front desk to please give us fresh sheets when the room was cleaned. We went out for the day and came back around 10:00pm and sure enough, the marks I made were still on the sheets. I immediately went to the desk and told them and they SWORE that the sheets had been changed!! I showed them the marks that I had made and then they finally admitted that the sheets had not been changed. They had someone come right away with new sheets. It was so late at this point that we just stayed that night. The next day is when I really started to look closely at things and that's when I discovered just how disgusting the place really was. That's how we ended up there for the two nights.
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