I called on Thursday 1/24/2013, and Friday 1/25/2013. I was trying to resolve some complaints I had from my stay on 1/19-20/2013. I had booked my room thru Kayak.com upon arrival at the Metropolitan Resort we were told they were over booked and we would be "walked" to another Metropolitan. After a twenty min wait we were told this happens frequently.
The security door was propped open, you could see outside thru the air conditioner, there was no remote in the room for the tv. We had to be checked out by 11, and not allowed into our next room until 4 pm. When we went back to the first Metropolitan at 4 there was only one person behind the front desk checking people in, which led to another long wait.
Our first room had a do not disturb sign on the door, but we entered anyways and the room had not been cleaned. It took another 15 mins of waiting to get aother room. When we went into that room it smelled like a wet dog, there was no remote for the tv and the power button was broken so that we couldn't turn it on. My Mother called the front desk for some extra blankets and a remote. The maid brought the blankets but no remote, I asked her about the remote and she said there should be one in your room, I told her there was not one and she said she would send some one down. 45 mins later, a man came to look at the tv (with no remote) he said you'll just have to use the buttons, "oh I see the power button is broke I'll go find you a remote". When he returned he turned the tv on and apologized for the poor reception, the static was so bad we couldn't hear what was being said.
On Thursday 1/24/2013 I called Kayak.com for a refund, the woman I spoke with then called the hotel, and was told there was no record of my complaints, and therefore couldnt do anything to help me. When I called the hotel just after this I spoke with Brian. He was argumentative, sarcastic, and at times down right rude. I asked to speak with a manager he said there wouldn't be one available until Friday 8-3. I asked for the managers name; Bill, and then asked for his name he told me Bill again, I said no your name "Brian" and he hung up.
I called back Friday morning to speak with Bill, and the service wasn't much better. When I told him from 11-4 we were without a room for 6 hours his response was "ma'am last time I checked that is only 5 hours, but you know whatevs" to which I did sarcastically thank him for correcting my math because 5 hours was so much better than 6 to be out of a room that we had already paid for.
I was so frustrated I told him I just wanted this resolved and my money returned. He said to me "Ma'am you did not pay us a dime! You paid getaroom.com take it up with them". I called Kayak.com the gentlemen I spoke with called the hotel again and told me the reason we were walked and upgraded and given complimentary breakfast (which we were told is actually a $5 per person extra charge) was because they had a pipe break and the 5 rooms left open were flooded, this is not the same story we were told The only compensatition Kayak.com was able to give us was a $25 refund. When I booked this hotel it had a 3 star rating, we did not receive 3 star treatment nor 3 star rooms.