Having previously stayed at this hotel with a posi...

Having previously stayed at this hotel with a positive experience like many others who have reviewed this hotel, I was excited to come back. However, the second stay was so horrendous that not only will I look to other properties, I feel compelled to urge others to do the same. Something I do not take lightly as I do acknowledge that we are all humans, and people make mistakes. But the fact that the hotel was not willing to recognize their multiple errors and even offer a potential solution, but instead, retaliate when I escalated the concerns to the Diamond Desk and suggest that if we have complaints we should stay at other properties, we will do just that! New management is running this hotel to the ground and not in a good way!

Some issues to highlight:

1) We had multiple rooms booked, and despite attempting to check in at 5 (having completed the mobile check in), not all the rooms were ready as promised.
2) When we got into one of the rooms which was not ready until after 6:30, it was not properly cleaned. When we attempted to move the night stand to plug in additional electronics, we found a used personal hygiene product. When we raised this to the front desk they said that the room had been properly cleaned and accused us of planting it there because we were upset about the delay in receiving our rooms. I can assure you we wouldn't do something like that. Since they were "sold out" they said that they couldn't switch our room. A call to the Diamond Desk, an hour later we were able to switch rooms. At least this one seemed to have been properly cleaned.
3) We had requested standard amenities, and only two rooms ever received them. When we called down an hour after requesting the amenities to notify them that they had not been delivered, they said that had been delivered, and we just never answered the door. Well, not having a DND sign on the door or having the dead bolt on, I asked if we didn't answer, why they didn't attempt to enter and leave them in the bathroom. I was then informed that that wasn't hotel policy. That seems fishy to me. However, we were able to go get our own amenities at the front desk.
4) There must have been a wedding party or some sort of party staying at the hotel who felt the need to scream up and down the coordinators at 1 am. Although I understand that the hotel can't prevent these things 100% of the time, the fact that they failed to send any associates up to ask these individuals to retire to their rooms instead of running up and down the hallways, we find unacceptable. This disrupted our enjoyment of a good night sleep.

If all this wasn't enough, when we got home, we realized we were charged for an extra room! After doing some additional research, they charged us for one night in the unclean room! When we raised this to the hotel, they said that since we occupied the room, we had to pay for it. Thankfully, submitting all our reservation information to the credit card company, they were able to get that money refunded to us.

Such a nightmare! Current management is not operating ethically. Please take your business somewhere else. We will!