Yuma Inn & Suites

There were roaches in the pool and in the bathroom of room 133. I pointed them out, and a staff member offered me a free upgrade next time. I don’t want a next time. I want a hotel without roaches, and I’ll never stay here again. The best part was the male employee working at night. I hope he knows his worth and finds another hotel.

My husband was in Phoenix when our upstairs AC broke, so he booked a room for me and our young son through Booking.com. What should have been an easy check-in turned into the worst front desk experience I’ve had. I’ve stayed in hotels all over the country as a journalist and entertainment publicist, and nothing has come close to this. At the Shilo Inn in Yuma, Arizona, I greeted the receptionist, Amanda, and she ignored me. She seemed cold and unwilling to be there from the start. When I gave her the confirmation number, she said, “It’s not here,” and asked if we’d just booked. I politely asked if she could check another system, and she accused me of having an attitude. She kept arguing that I was being rude, though I was speaking politely. She eventually found the reservation, then demanded my husband’s ID despite verifying the booking and speaking with him on the phone. My ID has my maiden name, but she still wouldn’t move forward without an argument. I asked to speak with her manager. While on the phone, Amanda called me “a lady with an attitude” in front of other guests, while I was standing there. It was disrespectful and showed no discretion. It took more than 20 minutes of back and forth, with my husband and me both on the phone, just to get a room key. In a major city or a reputable hotel, this kind of conduct wouldn’t be tolerated and would lead to immediate termination. I’ve also attended the annual Rotary wine and cheese event at this property several times. My family is active in Rotary, and after this experience I’ll strongly recommend future events be held elsewhere. Staff training and guest relations clearly need improvement. Instead of being able to relax and care for my son during an already stressful time, I had to deal with hostility and incompetence. I wouldn’t recommend staying here until professionalism improves. Terrible.

There are plenty of rooms, and the pool is really nice, though it needs more upkeep. The jacuzzi button should be fixed too, since a couple of people had trouble pressing it. Rooms are quite nice, but the gym isn’t much good. With inflation, the prices are ridiculous.

The A/C in my room was set to 60 and still wouldn’t cool the place. I’ve felt Yuma breezes that were more refreshing. For the price, I guess you get what you get. We booked two rooms because the listing showed balconies and patios. I asked the woman at the desk for a room with outside access, and she said she could do that, then said there was one such room downstairs. I said I’d take it. But the room she assigned had no outside access. It was beside the hallway’s exterior door. Those aren’t the same thing, especially when there was an empty room across from me with a patio. When I went back to explain, she looked at me and said, “We’ll book yours first since you’re being picky!” I was just asking for the outside access they advertise, and the hallway door is available to everyone.