Baymont Inn And Suites Smithfield

Horrible experience– obviously poorly managed. I was told they were out of towels at 8pm when checked in. My kids wanted to swim at the pool but there were only 2 slightly damp towels in our room. Wifi is spotty and doesn’t work in the room. Room is very small and floor in bathroom cracked and chipped. Treadmill is out of order. Asked for a roll away bed for my daughter but told they don’t have any.

I was driving through Smithfield with no intention of staying over, but I got a flat and my tire wouldn’t be available until the next day.
I’d stayed in Smithfield before at another hotel that I loved, but they didn’t accept pets so I had to find another hotel. I mistakenly found this one.
When I walked in and up to the desk, BJ was standing there and not looking all that thrilled that I was there. I explained to him that I’d just made the reservation so I wasn’t sure it had showed up yet. Without skipping a beat, looking at computer or anything related to helping me check in he sharply told me it wasn’t there. Well, okay.
I then tried to show him my reservation on my phone which he dismissed again without looking at it. At this point I’d had enough problems for one day and I wasn’t adding BJ to that list. I started to bristle at his unprovoked snarkiness and snapped back. If at all possible he was even more rude back. He knows how to keep a customer!
I walked out and immediately called the third party hotel reservation site where I’m a premium member and told them the situation. They called to see if the non-​refundable rate could be refunded (in the 10 years I’ve been with this reservation site I have never, ever been told no) and he refused. The reservations person came back and apologized, gave me a credit and said that BJ would not be refunding my room. Uh. No.
I told her to go back to BJ and tell him that, since the room was paid for, he could give me my money back or I was coming to stay the night there. Mr. Personality soon coughed up the refund. Listen, when the reservations agent said BJ was incredibly rude I knew I hadn’t been hallucinating, the face of this hotel spewed venom at everyone. Eww.
Never staying here again. For the price and the incredible welcome you can do better.