Our stay at Baymont East Kalamazoo, Michigan 6/28-6/29 2019
We are Larry and Sue Willis, 73 years old. We are retired and travel often. We are Wyndham Rewards members (#[protected]). We were traveling to Kalamazoo from East Peoria, Illinois for a reunion.
Upon arrival, I noticed the pool was dry, no water, even though it was 94 deg outside. It was explained that this property recently came under new management and much of the staff was new and things were a bit unorganized.
The assigned room was very small, smelled terrible and had many stains on the carpet. After checking they say this room is usually saved for guests with pets (we had no pets). Since they were not busy, they gave us a better room on the 3rd floor. Room was much better. Wife noticed a Bic lighter on the bathroom floor. I gave it to the person that showed us the room. A hint that cleaning was probably not thorough.
The next morning my wife noticed we had no shower curtain. I went to the desk, they found one and I installed it. We left for the reunion about 10 am, returning about 6 pm. Our room had not been cleaned. I went to the desk and told them we were going out until about 9 pm, please clean our room. Upon returning, our key cards would not open our room, the code had been changed, Went to desk, got cards reset. The room was straightened up, fresh towels, but not really cleaned.
Sunday morning we were getting packed to check out. My wife hung a small makeup bag in a towel bar over the commode. The bar was loose and fell. Something came out of the hollow bar, my wife picked up one thing, thinking it was part of the towel bar. Turns out the items hidden in the towel bar were two used hypodermic needles (syringes). She washed her hands, crying.
I went to the desk and reported what had happened. A lady with gloves on went to the room to remove the needles. There was no Manager on duty. Everyone there admitted this was unacceptable and apologized. I asked if they could give us a discount on the room due to the experience we suffered. They called a Manager and he said the most he would do is deduct 20% from one night. I told him this was not enough. He implied take it or leave it. As we were leaving the staff said he wanted them to charge us for a broken towel bar (unreal!!!). Everyone was shocked. They did not charge my card at the time. Since, they have charged me the full amount of $193.58 for our two night stay.
I don't think the conditions and actions we encountered at this property represent the quality and values of Baymont nor the Wyndham Group . As your guests, we surely expect more and are very disappointed with the experience!
Larry and Sue Willis