Hotel Brunswick

Review: I stayed at the Brunswick Hotel on 3/16/13 and had a number of things go wrong.

For starters I booked a smoking room and when I checked into the hotel I was informed that the whole hotel was non-smoking. I do not understand how I could book a smoking room when the whole hotel is non-smoking.

The lady at the front desk we very unprofessional. She had headphones in listening to music when customers, including myself, were trying to ask questions. I called her later that night to ask for the address of the hotel and she said " I do not know, I am new to the area". Not once did she try to find it for me. We called to ask what time check out was and she said "Um I think like 1pm". We got a wake up call for 11:30am. Come to find out the next morning that it was 11am. When I brought this up to one of the managers he also agreed that it was unprofessional of her.

Every single one of the soda machines on each floor were out of service. I could not even get a water.

At approximately 2am we heard a very loud banging sound coming from down the hall. We thought maybe it was a police raid because of how loud the banging was. However, it continued for another 5 minutes so a friend of mine looked out in the hall to see what was going on. It was a male punching and kicking the door. We asked him to stop but he continued to do so for about another half hour. We called the front desk to let them know but nothing was done. The pounding stopped and about 3-5 minutes later the fire alarm went off. Every single person in the hotel had to evacuate around 2am. I was running on very little sleep and needless to say was not very happy about this. The man went to the 8th floor and pulled the fire alarm. We found out later it was to get his cheating wife out of her room. About 10 police cars and 2 fire trucks showed up. I believe they arrested the man. We were out of our rooms for about 20 minutes.

When I checked out the next day I informed the lady who checked us out that I would like a phone call from heir manager. After a couple days of no phone call I decided to call myself and ask for a manager. They were not available but I left my information. I got a call back from one of the two managers in charge. His name was [redacted]. I told [redacted] all my complaints and asked him if I could get a refund for my unpleasant service and stay. He said he would get back to me the next day. He did not call me back. So 2 days later I called him. He said he was busy, that they had just taken over this hotel recently and have a lot of work to do. My response back was "shouldn't an unsatisfied customer come first?" he didn't seem to agree. He gave me his business partner's name and phone number per my request. I called the other manager/owner [redacted]. I told [redacted] my complaints and he was more understanding. He said they were having a meeting Sunday (this was on Thursday or Friday) and that he would get back to me on the following Monday. It has now been two weeks and I have not gotten one phone call back. I tried calling again two more times but they are "not available" to speak. I have left my name and number both times.

I was very unhappy about having to pay money for this horrible service. But I am more unhappy with not getting called back by the owners. I think this is a horrible way to run a business. I now am filing a complaint and demanding a refund. Not once did either owner apologize. That's really all it would have taken and I would have been satisfied. But since they couldn't take time to apologize or even call me back for that matter I am bringing it to you. I do not think it is fair for their customers to have to deal with this. I think I should be entitled to a refund. Thank you very much for your time in this matter.

my reservation number is [redacted]Desired Settlement: a refund of $87.06. my reservation number is [redacted] I also have a confirmation email I can forward.

Review: We made a reservation online with [redacted]. upon arrival at this hotel we checked in, and the room reaked of cigarettes, I am 8 months pregnant traveling with a 3 year old. on the website it says smoke free policy. My husband looked out the window and there were bugs on the curtains, we had to take a loss of $146.00 in order to leave that disgusting hotel. When I contacted [redacted] on 5/29 they contacted the hotel on my behalf. When speaking with the manager [redacted], she said she spoke to my husband andit was agreed upon that we were okay with taking a loss. at no point in time did either myself or my hsband speak with the manager, she did everything through the receptionist, and my husband never spoke with anyone. We paid for the first night because they would not refund anything to us, even though they would not let us talk to a manager directly. We initially paid 264.00, and were refunded 122.00Desired Settlement: All my family would like is a refund of our hotel stay that we did not use due to the unstayable conditions of the hotel. This is not a place that you can take your family for a getaway for the weekend. We couln't even stay one night

Review: We were in the Lancaster area for a USTD dance competition; myself, my daughter, my friend her two children and one is special needs. Starting with the moment we got to the hotel the eslcaltor was not working and we were not able to access the elevator the doors were locked because you had to have a key. Thus making it NOT handicap accessable. Upon arrival to our room the list of issues started. Per the website (http://www.hotelbrunswick.com/) it is a smoke free facility-the room diffentally been smoked in; the bathroom was full of the smell of mildew; the curtains were ripped; cig burns on the carpets; the phone was not workable (even after plugged in); the lock on the door was broke and non usable (a huge security issue); the room was not cleaned (dust and dirt on the heater, tables, and bathroom). We came back to the hotel late Saturday night after a very long 15 hour day of dance with three children, we went to our room ([redacted]) and the key cards didn't work. I went down to the lobby and she said "Oh I don't know why that happens must have been near your cell phone" and proceeded to laugh at me. After three attmepts to speak to the manager we were told he is unvailable and would be in on Sunday. Upon checking out on Sunday I was advise the manager would be there, and shockingly that was NOT the case. The front desk person, said there is nothing she can do. And proceeded to laugh at our complaints. When I booked the hotel and via the web-we were not advised there was no place to park-come to find out the only place was public parking garage, yes it is right across the street, however, it was an additional $30. We were also not educated that the pool wasnt working.

Sunday 4/21-we had to leave due to further competition dances, my friend and I continued to call every 30 mintues until we finally spoke to a manager, [redacted], who after hearing our complaints educated that we would get a full refund of $221. However, I then received a phone call from him, which I returned and he said "Oh no I already spoke to you and I will process this today".

Monday 4/22-I came to work and checked my account and to my surprise, my account was NOT refunded with no attempt to do so, and the amount actually came OUT of my account. I proceeded to call and check if that refund was processsed since I am leaving for out of town for a week on Thursday. I requested a call back-not received.

Tuesday 4/23-I called at 10:30 am this morning to check on my refund and speak to the manager-and the front desk lady said she had no idea what I was talking about and she would leave a message for the manger. I edcuated her that I wanted this resolved prior to 1 pm today. I waited until 2:30 pm and called back. She told me that she spoke with him and told him but he was in the hospital for the past three days-which was not the case since he was there on Sunday-I once again said that I am going out of town and I want the refund processed today and she said he will call me tomarrow and either mail me a check or refund my card. I said no that is not acceptable-I want it refunded to my card. I do not trust a check from them!

After all the lies, laughing in my face, and run around I honestly do not believe I am going to get a refund. But I will call everyday until I do. I did tell them Sunday and today that I was going to contact the Revdex.com-she giggled and said to do what I needed to do.Desired Settlement: I want my debit card refunded the $221 that promised by [redacted] on Sunday April 21, 2013, and since I am leaving for out of town on April 25, 2013. And perhaps to someone look into shutting this hotel down for non handicap accessable; dirty (health risk); and lack of business running knowledge.