Arrived at the hotel, which was having the entire exterior painted. Yikes. Clearly, the entire place was recently renovated/in process of renovation. Tried to check in early, but the charge was $35, so we passed and headed out to see Waco.
Came back, checked in, went to room. Then it started.
Spider on the bed, roach on the wall, dead bugs in bathtub, cobwebs in corners, pieces of popcorn ceiling that had been repainted dangling, dried and stuck on unknown substance inside cabinets.
Decided to check out. Gloria at the front desk wasn't authorized to refund the charges, told us manager (Norma) would be in the next morning at 8:00am.
Went back next day at 1:00pm, and Alexia told us Norma wouldn't be in until 3:00. (What in the world??) She told me she had no idea why we were told 8:00, because "there's a schedule right there on the wall I can show you." When I mentioned that it was clear she had no concern about our issues, she quickly ran it back. So, we left again and came back later in the afternoon to see Norma.
That was when things turned much better. She immediately apologized for the issues, said she'd gone to look at the room personally and would make sure the proper staff knew what had happened. She printed out a zero charge invoice, apologized again, we thanked her and headed out. Thank you Norma for the very appropriate customer service. It was quite appreciated.