I am writing to express my disappointment regarding my recent stay at your Kilgore, Texas location from October 3 through October 5. Unfortunately, my experience was far below the standards I expected based on your website and online listings.
Upon arrival, the cleanliness of the room was unacceptable. The floors were extremely dirty—so much so that walking barefoot left our feet black and sticky, including in the bathroom. The overall appearance of the property and staff was unprofessional, and the staff members did not seem friendly or approachable.
We were also very disappointed with the breakfast situation. Online photos and descriptions showed a full, appealing breakfast, but in reality there were only a few items available—dry toast, cereal, milk, and waffles. This was misleading and not what we expected when booking our stay.
Additionally, there were multiple maintenance issues. The ceiling appeared to have a leak, as both my sister and I felt water drops coming from above. The TV was unplugged in several areas, and even after reconnecting it, we found that only a few news channels were available—nothing suitable for children or families. In the dining area, the chair cushions were heavily stained and unclean, adding to the overall discomfort.
Lastly, at check-in, I was asked for a card to put on file but was not informed that a $100 charge would be placed on my account. Only after the transaction was processed was I told it would be refunded upon checkout. That la