Worse experience in my 10 years of being a Bonvoy Member. My family & I were treated the worse we've ever experienced. The 1st room we were checked into the pull out bed was filthy & the thermostat was stuck on 82 degrees. We had to pack all of our things & move another room we were "upgraded" to. The 2nd room we were checked into had a broken television, broken curtain rod, broken toilet tissue holder, & the refrigerator was not holding temperature. The staff than tried to move us into a room that held an odor, a clear indication that it was unsanitary and unclean. The smell was in the furniture, curtains, bedding etc. I refused that room for my family's comfort & safety. We were than told by the staff that they already "upgraded" us (into a room that should've never been rented) so they couldn't keep switching our room. Being that the refrigerator was broken my family had to trash a weeks worth of food, & more importantly my diabetic mothers 2 week insulin supply had to be repurchased. Outside of fixing what should've already been fixed in the room prior to our check in we weren't compensated for our loss in any way. No an apology, not any assistance with helping us move our things in any way. Upon finally just checking out to go to another hotel the General Manager (in training) than proceeded to harrass my family as we were trying to load two luggage carts worth of our belongings, I was falsely accused of being rude to the house keeping staff whom I never interacted with.
