2/10 Terrible
Kaiyauna, Pittsburgh
Travelled with group
27 Jun 2025
Disliked: Cleanliness, staff & service, amenities
Terrible hotel experience and even worse customer service experience. It started while on the shuttle when I received a text message indicating I could avoid the lines and check in from my phone. I checked in on my phone and once in the hotel lobby was told the system that emailed me was not connected to the hotel and although I had entered a card for incidentals they had no idea where it had gone and I needed to give my card again. When asked if they could figure it out the front desk merely shrugged and said it’s not connected. (It should be mentioned another couple in the lobby had the same issue). For the record customers don't enjoy being told they just gave their credit card information randomly into the universe. I would suggest shutting down the system until it actually works.
Later that evening we encountered a roach in our room and called downstairs to the front desk to request a refund so we could leave and go to a neighboring hotel. We were told a manager would call us back (For the record I am still waiting for the manager to call me back as of the writing of this review). The front desk eventually called back and said we could not have a refund as we booked via a 3rd party site. They also did not offer to move us to another room and at no point in either the phone calls was there an apology. Now don't get me wrong of course if one room has bugs chances are they all do but they could have acted as if they cared and were going to at least move us.
Kaiyauna
Stayed 1 night in Jun 2025