Montvale Hotel

After a long drive from Montana to Spokane, my family and I needed a comfortable place for the night. As soon as we got into the room, we found hair on the countertops, crumbs on a sofa that clearly hadn't been vacuumed, toothpaste residue on the sink, stains on the toilet seat, and hair on the bedding. I called Heaven at the Front Desk and asked if someone could clean it, but she said housekeeping had already left for the evening and nothing could be done. My husband, our two young kids, and I gathered our things and left within minutes. In the lobby, we saw Heaven explain the situation to her manager, Zachary Neighbors, by phone. We were told they understood and would work with us and Expedia on a refund because of the lack of cleanliness. We found somewhere else nearby, but if we hadn't, sleeping in the car would've been better than staying in that disgusting room. Later, when we followed up with Zachary, he refused the refund and dismissed our concerns because his housekeeping lead and Heaven, the front desk lead, had considered the room acceptable. They didn't have to sleep there, we did. If housekeeping thought the room was fine, they need to reevaluate that team and their front desk lead. Their standards for cleanliness and professionalism couldn't be more skewed. Our mistake was rushing out in shock and disgust without taking pictures. Cleanliness is the most basic expectation at a hotel, and so is following through on what you tell guests when something goes wrong. I wouldn't recommend this hotel to anyone.