I am sorry to report that my recent experience with ASMu was a negative one. We were there from November 7-17 and were told at check-in that the resort was booked solid. I expected that. I had faxed a room preference for Country Fair, top floor, non-smoking as my husband is allergic. At check-in I was give Rock Inn, second floor, non-smoking and was told that was the only room available. Hmmm....
When we got to the non-smoking room, the stench of stale cigarette smoke in the room hit us immediately. My husband called guest services and asked to be moved and was told there were no rooms but that they would send up housekeeping. The Mousekeeper arrived and fogged the room with what can only be described as industrial-strength Glade. We could not use the room and kept the door propped open with a chair waiting Bell Services. We stashed our suitcases, locked the door and visited a park for several hours. When we returned that evening, the room smelled like cigarette smoke covered with Glade. Okay, we rationalized, we won't be using the room much and that the rooms on either side of us were marked with a no smoking sign. It will clear up, we said.
Apparently "no smoking" was only a suggestion. The person/people in the room next to us smoked in their room and it seeped under the connecting door. All of our clothing and suitcases, piled up by that door, now reek of smoke and have to be cleaned. We were told by guest services that it is not possible that someone could be smoking IN the room, that it must drift in from outside.
That was issue number 1. Number 2 was that on our second night there, the Brontosaurus family moved into the room above us and apparently only slept from 1:30 a.m.-5:30 am. I do not understand how people can be so inconsiderate. Number 3 was that the same pile of puke remained in the stairwell near our room for the entire 10 days of our stay. Number 4 was the quality of food and service at the Food Court. They were woefully understaffed and some of the food tasted downright strange. The room itself was dank and the bedclothes were stained and worn.
I had stayed at ASMU in February 2002 and was very happy with it, and found myself defending it when people described it as a Motel 6. Now I understand why they felt that way.
Could someone on this board advise me on the best way to complain in a positive, constructive way? Should I address the letter directly to the resort?
For any future trips, I will have to bite the bullet and spent the extra money for a moderate.
When we got to the non-smoking room, the stench of stale cigarette smoke in the room hit us immediately. My husband called guest services and asked to be moved and was told there were no rooms but that they would send up housekeeping. The Mousekeeper arrived and fogged the room with what can only be described as industrial-strength Glade. We could not use the room and kept the door propped open with a chair waiting Bell Services. We stashed our suitcases, locked the door and visited a park for several hours. When we returned that evening, the room smelled like cigarette smoke covered with Glade. Okay, we rationalized, we won't be using the room much and that the rooms on either side of us were marked with a no smoking sign. It will clear up, we said.
Apparently "no smoking" was only a suggestion. The person/people in the room next to us smoked in their room and it seeped under the connecting door. All of our clothing and suitcases, piled up by that door, now reek of smoke and have to be cleaned. We were told by guest services that it is not possible that someone could be smoking IN the room, that it must drift in from outside.
That was issue number 1. Number 2 was that on our second night there, the Brontosaurus family moved into the room above us and apparently only slept from 1:30 a.m.-5:30 am. I do not understand how people can be so inconsiderate. Number 3 was that the same pile of puke remained in the stairwell near our room for the entire 10 days of our stay. Number 4 was the quality of food and service at the Food Court. They were woefully understaffed and some of the food tasted downright strange. The room itself was dank and the bedclothes were stained and worn.
I had stayed at ASMU in February 2002 and was very happy with it, and found myself defending it when people described it as a Motel 6. Now I understand why they felt that way.
Could someone on this board advise me on the best way to complain in a positive, constructive way? Should I address the letter directly to the resort?
For any future trips, I will have to bite the bullet and spent the extra money for a moderate.
