Brentwood Suites Newport News

This is by far the worst hotel experience I have ever had. Firstly, you show up and the woman at the desk was behind a thick pane of glass. Never stay in a place where the front desk clerk sits behind a thick pane of glass. Then there's the room... the room was absolutely disgusting. It didn't look like it had been

Worst experience ever! Night desk clerk was horrible and rude- now I see why- place had roaches, everything broken, no trash cans, no shower curtain. Horrible if I could miss minus stars I would!

Worst travel experience ever. First of all, when we went to check-in, the woman at the front desk was sitting behind BULLET-PROOF GLASS. There were bugs flying around the front office and I can only imagine what was crawling around in the sheets. When we got to the room, we were horrified. There were brown stains on the walls that look like they could have been poop stains, the walls had many sections with scraped-off paint, the sink had old food still in it, there were shoe-prints on the wall, EVERYTHING had dust, and the dresser had holes in it!!! And don't even get me started on the bathroom. Also for some reason there was a tv on a desk that had a desk chair??? When we decided the place wasn't worth sleeping in, we went to the office to get a refund. We walked in and saw a woman in a uniform talking to the woman at the front counter. When she saw us come in, she closed the office door and went and hid in the back. The front desk woman said she couldn't give us a refund per "manager-policy", but when we asked to speak to the manager, she was "unavailable". We suspect the woman that hid was the manager, because the woman at the front desk went to the back before telling us the manager was unavailable. This place is not worth your time and money. Pro-tip: reserve with hotel chains that give refunds.

I had a reservation at this hotel for labor day weekend. I called friday at 4 PM and asked if it was acceptable to arrive at 2 AM because we were driving from out of state. Whoever took the call said no worries the front desk is open 24 hours a day. We then arrived at 2 AM to find out our room was cancelled. The guy at the desk said its their policy to cancel reservations after 1 am. I explained to him that I called earlier in the day to confirm. He apologized but said they do not have a room for us. We ended up paying triple at a different hotel what we originally intended to pay at brentwood suites because we had to get last minute rooms the day before during one of the busiest weekends of the year. I called the following day and spoke to Roy. I explained the situation and he was very apologetic about it. He said he would reach out to the hotel owner and get back to me about covering the difference. He recognized it was an issue on their end and I should not be penalized. He never called me so I decided to call again today, Sept 4 to follow up. I spoke with the district manager. In all my years of customer service, I have never dealt with anyone so unfriendly and aggressive. She continuously raised her voice at me trying to explain to me the "policy". It was ironic she kept yelling about this policy because her and the front desk guy told me two different things in terms of it. She said it was automatically cancelled at 12 AM by the booking site but the man at the front desk said he is the one who does the cancellations and he is to do them by 1 AM. She said the only thing she'd do is talk to the guy I spoke with Friday. She never once apologized for the fact that the hotel left my friends and I without a room at 2 in the morning. She ended up saying she won't argue with me then hung up yet she was the one making the phone call unprofessional by raising her voice!