Super 8 by Wyndham Plymouth

There was a strong smell of cigarette smoke and marijuana in the room despite the no-smoking signs. We also had no tissues, and the oval toilet bowl had a round seat, an uncomfortable mismatch. The welcome at check-in was confusing and tense: I had checked in online and noted our 3:00 p.m. arrival, but the overwhelmed clerk first said no rooms were ready. She explained that staff don't use online check-in to guide operations and that the hotel had sold out the night before with too few housekeepers. After several tense minutes and dramatic back-and-forth, she found three rooms of our type were ready after all. I understand staff were under pressure, but the poor communication, odors, and missing basics made the stay much less enjoyable than expected.

The blow dryer made a strange noise, then another noise and shot fire at my face when I pulled it down to check it. I reported it at the office, and Shana told me to use the other room's dryer, adding that she'd had problems with hair dryers and I should just not use it. The service animal situation was awful too. We were told the animal was okay, but had to go across the street to buy a cage. My granddaughter was told she couldn't eat because her seizure-alert service animal wasn't with her, even though her seizures happen at night. I was asked why we had a service animal and what it was for. After we left the breakfast area, Shana called my 15-year-old granddaughter and lectured her about the dog. I asked Shana to speak to me, the adult, instead, if she had something else to say. She claimed she didn't know how to contact me, even though I had reserved, registered, and paid for the room. This was my worst hotel stay ever, and I'll probably never stay there again.

The money still hadn't come back by Tuesday, after the $150 hold was taken on Friday, and the woman on the phone was rude and hung up on me, saying to wait another day. She said the hotel could print a statement showing a zero balance so I could get the money back immediately, but the bank told me disputing the whole payment would require an investigation and take longer. I was there Wednesday through Sunday morning with my special-needs son, who loves the heated pool, and had no issue until my last stay. On Friday I paid for another night, then saw I'd been charged $37 more than the night before plus an extra $150 without anyone asking me. At the desk they said it was a damage hold that I'd get back at checkout. I dealt with it, but that's nearly $190 taken without any explanation. The $150 should have been collected and explained at check-in. Horrible experience. I'll update this when I get my money.

Clean rooms and comfortable beds, and a good value for the price. The rooms could use an update, and breakfast could be better.