"We booked this hotel as a “splurge” night before heading out on a cruise, expecting a relaxing and comfortable experience. Unfortunately, it turned into one of the most frustrating hotel stays we’ve ever had.
Our room was placed directly underneath a 24-hour gym something that was never disclosed at booking or check-in. All night long, it sounded like we were beneath a bowling alley. Guests were actively working out and dropping heavy weights onto the floor, creating constant, jarring noise that echoed through the room.
What’s most disappointing is how this was handled. I was in contact with the front desk throughout the night via chat, repeatedly reporting the noise above us. At no point did anyone explain that we were under a 24-hour gym and that the noise would not stop. That information would have made a huge difference in how we handled the situation.
Around 11:45 PM, we were offered a room change but by then, one of my children and my mom were already asleep, and my youngest had just been woken up by the noise. Moving rooms that late at night was not a realistic solution for our family.
We did receive a $100 refund, but it does not come close to compensating for a completely sleepless night and the overall poor experience. This stay fell far below expectations, especially for the price point and how the hotel markets itself."
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