Jessica T.

This has been the worst stay/booking ever! First, upon finding out that our reservation wasn't available because they were overbooked (as I've seen at this location with at least a dozen other guests in the times I have been in the office) we contacted booking.com. We spent a period of 2 1/2 hours trying to get a solution which basically the hotel wanted to downgrade us to a motel 6 room with no refrigerator and no microwave. We rented a unit with a kitchenette and packed a cooler for our stay so this would not work. The agent helping us suggested that since the hotel was working with us there wasn't much else he could do. As I explained to him, never is it an acceptable answer to downgrade a room. It should be as good or better. While he started "looking" the assistant manager Ali came back on the line and said he had found 2 double rooms at studio 6. We arrived there a half hour later at 4:30 and to our surprise there was no rooms. He was wrong and there was nothing available. We waited for an hour for a solution which we proposed as we had no where else to go. We took a single room in studio 6 (for the kitchenette and put a blow up mattress on the floor for our children) and the rest of our group was put in a double at motel 6. We were told we would be able to move the next day to our rooms. We attempted to cook that night however the burners were in such poor condition that we tried for 45 minutes to boil water but it wouldn't get hot enough. We instead had to take our family out to dinner. The next day ended up still not having rooms ready at 4 pm. They finally found us rooms (one was missing a drawer in the dresser, a coffee pot, and 2 trashcans) and the other was missing the microwave. This doesn't include the several dishes missing from both rooms and the fact that we had to move pillows from the single room to the double room. We moved our stuff and went to the pool. Upon returning to our room to make dinner we found several roaches in our room. We instantly went to the office and found out they had no where else to put us because they were fully booked in both hotels. They offered to spray it with bug spray that they stated was safe for me (pregnant) and my baby to be in the room. We elected to move to the other room to allow the spray to work and hopefully avoid any issues. Upon coming back to spray we found out that the bathroom sink was leaking all over our stuff in the cabinet. They had no one that could fix and stated someone would have to do it in the morning. We had to stay in a room that after they sprayed more bugs came out. During all of this we attempted to get help from booking.com; however, the agent put is on hold for a long time looking into the notes and contacting the hotel. As it was almost 8 we just hung up and suffered as we knew nothing was going to happen that night. We went this morning to get status of changing rooms, concerns about bugs in our stuff (asked if there pest control could come treat while we were out and we were informed they don't have anyone from pest control that could come out today-they only come on Thursdays), and asked about the sink. Front desk was unaware of the required move today, the repair, and the bug issues. In addition she was unaware of the credit that was supposed to be credited to our card. No one should have to pay to sleep in a roach infested room and worry about bringing them home. At this point, I'm being told that the assistant general manager doesn't come in until 6 and she would try to reach him. That was 45 minutes ago and once again no communication. No one should have to spend this much time moving rooms and dealing with issues on a vacation. We booked 2 rooms for 3 nights and expect that we should be able to enjoy our vacation not deal with all this stress and drama. I am once again having to feed my family out because I will not eat in a roach infested room and this is unacceptable. When I tried to call booking.com last night the agent needed to put me on hold to review notes and contact the hotel. I was on hold for quite some time and finally decided to hang up. There was nothing that was goingto get fixedat almost 8pm. Booking.com should have helped us get a better location from the start and found a way to comp to the price we were guaranteed when we booked on August 5th. I've never been so disappointed and what should have been a relaxing vacation with our children enjoying our park passes at six flags has turned into an outright nightmare and hours of being put out and fighting to have a place to stay. Very disappointed with Studio 6 and Booking.com. No guest should have to go through the troubles we're going through!