The woman who checked us into our room was exceptional, friendly, informative, and very helpful. After settling in, we dropped off our bags and went out for dinner. Upon returning, we noticed ants near the telephone. I reported the issue via the hotel’s chat system.
The next morning, before I took a shower, I saw an ant on the outside of the tub and several more inside the shower. I brought this to the attention of the front desk, and the manager kindly offered to move us to another room. However, by that point, the experience had already been ruined, and we decided to stay elsewhere.
Although I had paid for two nights and checked out by 11 a.m., I was informed that a refund for the second night would not be issued since a room change was offered. While I understand this decision from a business standpoint, I believe a more flexible approach would have been appropriate given the cleanliness concerns and discomfort caused by the ant issue. A compromise in this situation would have gone a long way in preserving customer satisfaction.