She confirmed and said ok tomorrow they will do it. At this point I was very frustrated and I specifically told the front desk woman on the phone to mark down to do a soft clean the next day in my room. The woman said that she was the only employee in the building and couldnt leave the front desk to bring up the towels and I would have to come downstairs to get it. But we still needed new towels so i asked the woman on the phone if she can have towels brought up to my room since they didnt replace them during the day. I called the front desk to ask what happened and they apologized, i was a little frustrated but figured again that its not the biggest deal, maybe somebody forgot. That night we got back to the room and housekeeping never showed up. The woman said ok and took my room number to let the housekeeping know. On the first morning I go over to the person at the front desk and ask to have a soft clean that day so we can get back to a neat room with new towels etc. There are signs in the bathroom and in the welcome pamphlet telling you that this is the process. So you have to ask the front desk for housekeeping to be done, very weird and a little annoying but not the biggest deal. The catch is that the soft clean, which most hotels offer as a daily service is only done if a guest requests it from the front desk. They have two types of housekeeping here: a hard clean (full vacuum, new linens, and all the works ) which is done between different guests in the room and a soft clean (just remake the beds, replace the towels, replace toilet paper, very basic stuff). The room was fine, the breakfast was fine, but the thing that really made this hotel stay terrible was the housekeeping and the customer service. As we are on vacation in a hotel we expect a certain level of professionalism from the staff at the hotel. We booked the one bedroom suite for three nights.
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