My girlfriend and I stayed one night at Gaslamp Plaza Suites and unfortunately had a disappointing experience. In the middle of the night, we noticed water leaking from the bathroom ceiling, which soaked the floor. We reported it right away, and a staff member came up twice, brought towels, and advised us to turn off the AC. They also suggested the leak might have been caused by setting the AC too low — even though we only had it at 68°F, which is a normal temperature. This felt like an unfair attempt to place blame on us for what was clearly a maintenance issue.
We asked if we could move rooms but were told that wasn’t possible due to the time of night. We then asked about compensation and were told to check with the front desk in the morning. When we did, we were met with a rude and dismissive response and were told there was nothing they could do — and that they were waiting for us to check out before inspecting the leak.
We also paid a $100 security deposit at check-in that we were told would be refunded, but we have not received it yet.
We reported the issue promptly and used the room normally, yet the customer service and follow-up were very poor. I hope management takes this seriously and improves how they handle situations like this.