We stayed at the Kelly Inn this past Saturday and, unfortunately, the experience was really disappointing. We had two rooms reserved somehow when I only reserved one. but when we arrived, neither of them were ready. There was no communication or heads-up beforehand, which left us standing around in the lobby with two toddlers while we were trying to get settled for a birthday party. The staff didn’t seem concerned about the inconvenience or acknowledge how stressful that situation was.
The pool area was also extremely strong with chlorine—so strong that it was uncomfortable to stay in there for long. We’ve stayed at this hotel many times before and usually enjoy our visits, but it feels like the staff just doesn’t care about customers anymore. The lack of service and communication is really upsetting, especially since this has been a favorite spot for our family.
I genuinely hope management takes these concerns seriously, because we’d like to keep coming here—but it’s getting harder to justify when basic customer care seems to be slipping.