Aviator Suites Hotel by Aspen Hotels

I slept well in room 243, and the staff were delightful. The room had a small refrigerator, warming plate, microwave, and iron. It’s close enough to the airport to walk, and it was the only place in town where I felt a large vehicle could be parked safely, which matters with the narrow streets here.

I booked the room for August 2-3, but when I arrived, there was a strong animal urine smell that made me feel sick. About three hours after checking in, I returned the key to the front desk and told the staff I couldn’t stay because the room felt unsanitary and uninhabitable. I called right away to ask for a refund. They said the manager would contact me on August 3, but I never heard from them. Since then I’ve called every day, sometimes several times a day, and keep being told the manager is “busy” or “not available.” After repeated attempts to sort this out with the hotel, my refund request still hasn’t been addressed.

The room itself was fine, but the key cards didn’t work, so I had to go to the front desk each time. I paid extra partly because breakfast was supposed to be included and save me a trip off site. When I got up, there was no breakfast, only coffee. Hotels charge more each year while the quality drops, and now they aren’t even serving a breakfast they advertise. They should update the site instead of taking people’s money.

After we’d been traveling for more than 13 hours, we checked in and found our king room on the first floor at one end of the building, while our double queen room was upstairs at the other end. I’d contacted the hotel beforehand, and Shauna had said the rooms could be adjoining, one king and one with two queens, and that she’d put the request in the system. I showed the email to the man at the desk, but he said there were no adjoining rooms and nothing he could do. I was too tired to argue, so my husband took the king room and I stayed upstairs with our three boys. He later found that his room did have a door connecting it to another room. That evening Shauna called to apologize for the mix up and said she’d fix it in the morning. By 10:00 the next day, the adjoining room was cleaned and ready. She went above and beyond to make the rest of our stay good. Amazing customer service from Shauna.