Verified review
2/10 Terrible
Julie M.
8 Feb 2023
Disliked: Cleanliness, check-in, communication, location, listing accuracy
Queen Palm building is a dump
We were assigned a room in the Queen Palm building, which is clearly an old motel Wyndham purchased and renovated. It is not within the gated property. It is across the street in a dimly lit area. The room smelled musty and moldy, the second bedroom where my child would have slept had it’s own exterior door because they took two motel rooms and created a 2 bedroom suite out of it. We came in to a roach on the floor and the place was dirty. I went to registration twice to ask to be moved. They couldn’t move us until the next day, but said they put us on a list to be contacted by management. We had our child sleep in the bed with us because we didn’t feel comfortable with him sleeping anywhere else there. The following morning, I went to shower and found one shower just pours water out onto the floor because the glass wasn’t sealed to the wall. Tried the other shower and found that we had no hot water. I called and they said they’d send engineering for the roaches and water issues.
I went back to the desk only to find out that no one put us on the list to be contacted by management or to be moved. They added us after I explained everything again. We packed everything back into the car because if we were not going to be moved, we were going to find a new hotel. I messaged the rental group explaining all of this and never received a response.
Management called us soon after and apologized, but told us that “as the other staff already told you,” they could only move us to another room in the same building. No one ever said that. We were actually told by the staff at the desk that we would be moved to one of the main towers. When I told the manager we weren’t looking for compensation, just wanted to be moved to a room in the main building, they agreed they could do that. When we checked in for the second time, we were given a very nice room and had we been given this room or another within the gated property, we would have had a very different experience.
Stayed 2 nights in Feb 2023