Sir, while we appreciate and value all of our guests at our property, and can appreciate that the experience you had may not have been outstanding, we do feel that it be said that your review is unfair to our property. Yes, we are making changes to the aesthetics of the property to appeal to our guests, and realize that some of our rooms and features are in need of upgrade or repair, but we have been investing quite extensively in doing so. The "cheap linoleum" you refer to has been recently installed, and is actually a luxury vinyl plank to resist stains. As our hotel is a high traffic area, we decided to remove the carpeting and install a material that would be easier to maintain and clean, last longer, and offer a more vibrant appearance to our guests. Our room carpets are on the list of items that we will be addressing as soon as permissible. Our housekeeping staff works hard daily to ensure that our bathrooms, both public, and in the guest accommodations are cleaned thoroughly behind each guest departure, and daily with disinfectant, all purpose cleaners, and sanitizers. We strive to improve the overall cleanliness on a daily basis. We have recently replaced many linens and towels with new choice approved materials, so it saddens us to learn that you may have found any stains on our linens. However, we would have happily replaced these items for you immediately if you had brought these issues to our attention during your stay. We document all guest concerns daily and communicate those concerns throughout the week with all of our staff members to ensure that each issue can be resolved, and hopefully prevented in the future. However, there is no such documentation for any of the concerns you mentioned in your review during your stay. Additionally, we would have very much appreciated if you would have informed us that you or one of your guests had broken a fixture in the room. Upon your departure, it was discovered that there was a crack in the face of the reservoir on the bathroom toilet that was now leaking all over the bathroom floor. In reference to our staff voicing complaints in front of guests, that is unacceptable, and please accept my apologies if you witnessed any such occurrence. Our staff works hard daily to attempt to provide excellent customer service, and any failure on our part of doing so, saddens us. Our community here locally is not of a sketchy nature at all, and we are in a very much sought after area for residents of Newport News. Again, we do appreciate the opportunity to receive your valuable feedback, and hope that this reply will serve to you notice that you have been heard, and the issues are or will be being addressed.

Thank you for the rating of your stay. We do appreciate the time you took to do so. We invite you to return in hopes that your next visit will be a 10!

David, Thank you for taking the time to review your stay. We strive to improve daily in all aspects of guest service, and hope that you will make another visit to our hotel so that we may earn a 5/5 on your next trip!

It saddens us to hear that your experience in our facility was not as good as it could have been. We are currently undergoing some major changes to our property in hopes that guests such as yourself will find a much more pleasurable stay in the future. We are constantly striving to improve our operation, guest services, and the property itself. It is our sincerest hope that in the future you will stay with us again, so that we may impress upon you that your concerns were heard and are a major focus for us moving into the future.