Check-in took over 2.5 hours. Despite booking through Hotels.com as a VIP member, we were initially assigned a low-quality room on the second floor facing a wall.
After a long wait, we entered the first room and were immediately hit with a strong, foul odor. The floor was visibly dirty. Since we had already waited so long, we briefly considered tolerating it, worried that a room change would take even longer.
When the bellman brought our luggage, he asked if everything was okay. We asked him to step inside and confirm whether he smelled the odor. He immediately agreed that the smell was severe and said he would report it to the front desk. We vacated the room and returned to the lobby.
A manager approached and promised to find another room. After another hour, we were assigned a room on the fifth floor. While heading upstairs, another staff member stopped us and said the room had been double-booked, so we had to return to the lobby yet again.
After more waiting, we were finally given a third room on the third floor. This room also smelled bad, slightly less severe, but still unacceptable. The floor was dirty, and the bed sheets looked unclean.
At that point, I contacted Hotels.com customer support to resolve the situation or help relocate us. I spent nearly another hour on the phone, only to be told that relocation was not possible because “you already checked in.” That logic makes no sense. How else would a guest discover a non-stayable condition like a severe odor unless they entered the room?
The only “compensation” offered was a $50 OneKey gift. I asked the representative to contact hotel management to help us get a clean, odor-free room. It has now been five days, and Hotels.com keeps sending daily emails saying they are “trying to reach the hotel management.”
Frankly, I blame Hotels.com even more than the hotel itself. They are the front line for guests, and if a hotel ignores their outreach, that reflects a total breakdown of accountability. If Hotels.com cannot influence or support their customers, they have already lost their purpose.
Summary:
The hotel appears recently renovated and looks nice from the outside, but the inside is nasty, poorly maintained, and unhygienic. Staff and management showed little urgency or care. On top of that, during quiet hours, flushing from neighboring rooms caused loud pipe noises lasting up to 30 minutes, even at midnight. Completely unacceptable for anyone sensitive to noise.
This was our first and last stay at this hotel. The experience ruined our entire Thanksgiving holiday in Nassau. I am taking the time to write this review to warn future guests and to send a clear message to both the hotel management and Hotels.com: do better and respect your customers.
After more than a decade of loyalty and elite membership with Hotels.com, this was the first time I sought their help, and the response was a $50 credit for days of frustration and distress. That is shameful. I am seriously considering closing my account altogether.
I sincerely hope no other guests go through what we did.
