Our recent stay at Hotel Excelsior was extremely disappointing due to an ant infestation. On our first night, my child noticed a few ants on the floor, which we initially dismissed.
However, the situation escalated on our second night when we returned to find numerous ants scurrying on the floor and even on our beds.We immediately informed the receptionist, who contacted the manager, but he was unavailable. With no other rooms available, the staff's solution was to clean the sheets, which did not address the underlying problem. The presence of ants in our beds made it impossible for us to stay, and my children were particularly disturbed by the situation.
We had to find other accommodations late at night and were told to return the next morning to discuss a possible refund. The following day, the manager, Mattis, was unprepared to issue a refund but offered another room for our last night.
By then, we had already paid for alternative lodging, making a return to the hotel inconvenient. Mattis advised us to request a refund through Expedia. However, when we did so, the hotel denied our request for a refund.Overall, the hotel was a disappointment.
The fact that they were unable to resolve the issue or provide a refund is truly unacceptable in a service business. Cleanliness and effective management are crucial for ensuring guest satisfaction.
I hope future guests have a better experience.