u/No-Abbreviations-218

Misery loves company at this hotel. Do not stay here. The front desk staff is abysmal. The room furniture is decrepit with stains that look baked in for years. The rooms smelled moldy & musty. Read through the most critical reviews.
We called various times prior to arrival to confirm the reservation since the booking was made through a Marriott employee & because we would be traveling with a dog…this is supposed to be a pet friendly hotel. We were assured everything was in order.
The front desk staff does not wear uniform or name tags here. We were checked in by a woman in her 40s with tattoos & glasses. Suddenly, there was an issue with the reservation, so check-in took about 15 minutes. While waiting, there was a delivery person who walked throughout the hotel lobby. My dog was not reactive until the delivery person crashed their cart which startled my dog so he barked. We were apologetic & separated the dog from the lobby. The front desk agents decided they will do us the “courtesy” of lettings us check in, then called us back because they registered the dog to the wrong room. Then they decided no changes were necessary.
We first stopped in room 205 for about 30 minutes. We then crossed over to room 200, where we encounter an old woman in the hallway who looked to be in her 70s, no uniform or name tag. I assumed she was a hotel employee. She made it her business to greet us, pet my dog without permission, compliment him, & spoke to us about her dog. We bid her well & entered room 200. Within five minutes of being in the room, we got a call from the front desk about a noise complaint. I asked for more detail, they stammered to explain someone had just reported it & could not credibly elaborate. I shared that we had just entered the room so there must be a mistake, that my dog had not barked in our rooms & concluded we would do our best to maintain order.
Shortly after, I went back to room 200 to ask my friend if my dog had barked. He said no. However, we hear a lot of commotion coming from room 207. I went to the front desk with hopes of clearing the incident. Speaking with the lady with tattoos, I shared there has to be a mistake on the complaint. In conversation I shared the noise coming from room 207 - I explicitly stated that I am not raising a complaint against room 207, I simply want to clear the blame. She became combative & was keen on arguing. I concluded by repeating my statements & departed. As I was about to enter the elevator, I heard the front desk person yell from across the lobby. When I asked her to repeat herself, she stated that she just checked-in the guests & their children into room 207, so the noise was not them. I expressed concern that a front desk agent would violate another guest’s privacy just to win an argument. It was then that the old woman from the hallway appeared from the back office & revealed it was her that reported the noise complaint. I asked her to identify herself to which she stated she is the general manager, Tracy Polo. When I asked where she was when she heard the noise, she confessed that she was in room 302, and assumed it was coming from room 200. When I expressed disbelief in her ability to hear through the floor AND one room away from my room, she became irate. She then said that if we do not agree with the situation, that we could leave. When I asked if we would get a full refund she replied, “Absolutely!” So, I went upstairs to inform my group.
As we exited room 205, Polo met us in the hallway, berserk. I made a final attempt to recover the situation, but Polo was hellbent on her tantrum. At the front desk, they refunded the pet fee & emailed the folios showing no charges to the rooms, & we departed. Two days later, we saw charges for two rooms & a pet cleanup fee. We were only at this hotel for about an hour. My dog was never unattended or barked after the lobby.
There is something seriously wrong with Polo. This place is crooked.
Tracy, I know you are reading this. There is a special place in hell for people like you. May you never know peace