Adrian Mitchell

Review of Renaissance World Golf Village...

I absolutely hate to do this, but I did not have a...

I absolutely hate to do this, but I did not have a great experience at this hotel. I have also given them several months to follow up and have been given the run around about the incident and promised so many things by the management team. I am sure this is only an isolated incident but the way that it was handled makes me feel like the level of customer service and cleanliness of the hotel needs a lot of improvement before I return again in the future. My family and I visited this hotel because my husband had a large wedding on the property and he was the DJ. Since it was the summer we decided to make a family trip out of it with out 15 year old daughter and her friend along with our 12 month son. This hotel was booked at least 2 months prior to the event to ensure we were on the property for convenience to my husband as he worked through the weekend. We traveled about 6 hours to get to the hotel and when we arrived it was about 1 hour into Check-in time. They told me at check in unfortunately the suite that I had originally booked was not ready but they could put me in a different suite that was ready.

After getting off the road with a cranky child and two teens I accepted. The concierge did escort us to the room to help with luggage and equipment and upon entering we noticed dirty towels and a full garbage and refrigerator that had the worst smell. It looked like the room had been half cleaned. The concierge assisted with the trash and the food that was in the refrigerator and the dirty towels and said he would have management call because unfortunately no other rooms were available. At this time I probably should have just headed back down to the front desk but we just stayed in the room. It looked cleaned there were just a few minor issues that could easily be overlooked. However I was still hoping to hear from the front desk about the condition and we never did. Later that evening my husband and I went downstairs to listen to the live music that was playing in the atrium, it looked as though it was other adults so we took it as an opportunity to get out the room for a moment.
Not even 45 minutes into us leaving my daughter called me to let me know that she believes there were drugs found in the letout couch but she was unsure and she was freaking out because her brother found it and could have gotten into it. She was scared so we immediately rushed to the room and true enough there were drugs in a small opened container that had been found in the sheets of the letout. I was extremely frustrated so I called down to the front desk only to hear that management was not available at this time but they would leave them a note to contact me. I probably should have alerted the authorities but once again I was given the hotel the information first.
We never heard anything so in the morning before breakfast I stopped down to the front desk only to hear management was not available once again. I kind of explained the sense of urgency and asked if they could stop by the room as soon as they returned. Hours later Lorraine who was part of the management team came to the room, I explained everything to her and she was shocked, I gave her the container with the substance and she deeply apologized. She asked me to stop at the front desk before heading to the wedding to discuss. After speaking to her and how dangerous this could have gone if my child would have gotten into it, and how these room have to be cleaned thoroughly she seemed mortified. She offered me free breakfast and some points for the inconvenience. I insisted that I was not looking for food I wanted this to be handled and us moved to another room. She explained there were no other rooms as they were completely sold out. She said she understood my frustration and would work on handling this. We have checked out and its almost 3 months later and I never even got the promised minimum. This was the worst hotel experience because management never followed up and did not take the information seriously. I just want to make everyone aware of the negligence.