I am writing you today to let you know of my experience at one of your hotels in South Florida. The GALLERYOne a doubletree hotel located at 2670 E Sunrise Blvd, Fort Lauderdale is one of the worst hotels I have ever been to. This past Saturday, March 11th, I had the pleasure of joining my cousin in room 1132. A room that she booked to get ready for her wedding which was very close to your hotel. The day started off great until about 11am when she called down to the front desk to get some fresh towels so that she could take a shower for her wedding. An hour went by, no towels were delivered. Two hours went by, nothing! During that two hour period of time, the only toilet in the room started to overflow. A maintenance man came up to plunge it and left maybe 5 minutes later. The toilet worked for maybe one flush after and then literally started spraying water all over the bathroom. The water was coming out of the bowl and the tank. Disgusting! Water was all over the floor and immediately became a safety hazard. We called down to the front desk again to have maintenance come up, as well as remind them about the towels that we had asked for hours before and also have someone mop up the nasty mess on the floor. A few minutes later, maintenance came up to plunge the toilet again. I asked him if it was working properly and his reply was simply “for now”. Really? He couldn’t care less about his job. He left and told us to call someone to mop the floor because he couldn’t do that. About 40 minutes went by, nobody came to mop nor were the towels delivered. I tried calling the front desk again from the phone in the room and the lines were busy. I called from my cell phone and immediately got an answer. Strange that calling from within the hotel the lines were busy but not from my cell phone. Anyway at this point, I was livid. I asked the lady to send up a supervisor, the towels and a mop. It had been nearly three hours since we first called. What kind of service is this? The lady didn’t want to hear what I had to say and put me on hold without even warning me ahead of time. Well, I walked my livid behind down 11 flights of stairs, oh did I mention the elevators were not working? So add that to the list. I got to the front desk to see three women standing there. One helping a customer, two not doing a damn thing. After explaining to one of them that there was nasty toilet water over the floor and demanding some towels for the bride, she immediately came up with towels and a mop to clean up the floor herself. My cousin ended up being an hour late to her ceremony because of the lack of care, attention and service that she received at your hotel. That hotel needs a lesson in hospitality because what we received that day was far from it. I guess they would have preferred one of us to slip and get hurt than to get some prompt attention to the matter. Needless to say, my cousin will never rent a room from any of your hotels again if this is how she will be treated
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