2/10 Terrible
Kristen
Traveled with partner
Oct 29, 2024
Disliked: Cleanliness, staff & service
The manager and front desk customer service was horrible. Worst hotel experience I’ve ever encountered. We paid for a few nights stay, and arrived the second day after contacting the hotel beforehand regarding our flight delay which was confirmed by the front desk staff that since our room was already paid for it would be held no problem for our check in. Upon arrival they had already sold our paid room to other guests then put us in another room that had plumbing issues with yellow contaminated water coming from the bathtub and shower. The maintenance team and front desk staff confirmed the water was contaminated in our room as well as others so they were unable to change our room. We were unable to shower the entire stay!
I have pictures and videos of the yellow/brownish water. Instead of being accommodating the manager was extremely rude to us and non helpful. She basically told us that there was nothing to be done about the situation. I have stayed with SLS many times and have never received such horrible customer service. It was our anniversary so we were very disappointed with customer service. We are handling this now with corporate.
Kristen
Stayed 3 nights in Sep 2024