Dawn Walker

Review of Mississippi Universe / White H...

My husband and I stayed at the White House hotel i...

My husband and I stayed at the White House hotel in February. The entire two-day experience was a NIGHTMARE. When we walked into our hotel room it was freezing and discovered that the thermometer was broken. The shower door was broken and would not close and the water pressure from the shower trickled out of the shower head with no water pressure. The night-shift front desk attendant said that they would upgrade us to a suite in the morning and give us a credit in the hotel s restaurant. We tried to stay out of the room as much as possible due to the frigid temperature so we decided to check out the roof top terrace that the front desk attendant highlighted as one of the hotel s premier features to find it was infested with big spiders and webs all over. We went back to our room and was woken up the next day by a rude and unprofessional phone call from Elinor at the front desk and the first thing she said was she was not going to honor anything that the night-shift attendant promised us and if we wanted to move to a different room we had to pay an additional fee. My husband and I then went to the front desk to speak to Fran, the supervisor. Fran was very rude and told us that they were not going to do anything. My husband explained to her in detail what we experienced and asked her why she was not going to honor what we were told the previous night. Fran said, I will only honor half of what was promised to you, and just to be clear I am not going to give you any credit in our restaurant . We moved to the new room and immediately noticed there was a strong odor coming from the wall AC/ heater unit. It was so unpleasant talking to the front desk that we decide to take it upon ourselves to find a housekeeper to ask for some room spray. Soon after getting the spray from housekeeping, Fran called us and the first thing that she said was what is the problem now in a loud rude tone. My husband kindly told her that there was no problem and said we just asked for some spray because the room has an odor. The spray that was provided to us did not have much in it so we drove to Walmart and bought a bottle of Febreze to help eliminate the overbearing smell in the room so we could get some rest. When asked, Fran and Elinor told us that they did not have the corporate phone number and the General Manager Miranda would not be in until Tuesday. On Tuesday we called Miranda and she was very aggressive at the beginning of the conversation. She stated they were not going to refund any money to us but acknowledged the issues that she has with her staff.

My husband and I travel often and have never complained about any service. It is disappointing how poor and unprofessional customer service can impact an experience.