We stayed 2 nights in a suite at Cape Crossing May 2024, with the goal of getting away, learning a new city and enjoying some relaxation. Unfortunately there was a smell that was always masked(they had air freshners) that never quite seemed right. The smell is reminiscent of a septic tank or sewage - you could kind of offset it with the fans on full blast and the windows open but the reality is it's quite noisy outside due to the highway being so close. Since it was our first night, I decided to wait until tomorrow morning to speak with their customer service.
Over the course of the night, I couldn't go to sleep and always felt itchy somewhere - which is usually indicative of bed bugs and really unfortunate because this place is expensive when you include the cleaning fees and they clearly didn't do enough cleaning. In the morning, I called them to let them know about the sewage smell - was able to get a person on the phone, explained the situation and mentioned that I would like a full refund and to cancel the next night's stay, or if a refund was not possible to at least give a room change. The lady said she understood and would reach out to her manager, who would then reach out to me later - they never did.
That evening, after checking out the Kennedy Space Center and returning the door to our building was locked. There's a code that they give you for both the building, and your specific unit, the code did not work. A resident who actually lives there and was also locked out when we arrived, mentioned that this happens sometimes and that unfortunately the building code does not work. He went to go to the community center which is roughly where I think the concierge desk should be, however it was not manned the entire weekend.
With mounting frustration over our stay - I put in two tickets with their helpdesk system that is part of their online service. I'm out of characters apparently but this was our stay.
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