He said that he wanted to come up to our room to see for himself. Troy, an employee I believe named Jose, and myself went to the room. Troy said that all he smelled was the cleaner odor and tried to get Jose to agree with him. Troy said that as far as the air conditioning goes, they never say that the rooms are air conditioned. I was astounded as to how he could stand in that room and lie to my face, do nothing to help us, and refuse to offer any sort of compensation.
Troy lacks any customer service skills and is ethically in the wrong.
He raised his voice and embarrassed me in front of the guests in the lobby, wouldn't explain the hotel's policies to us or give us a contact for the owner, refused to help and said that he could resale our rooms in a second given the chance. He also said that there is no way the owner would allow him to let us stay and give us a refund. Troy said that it was not allowed but after I told him that I question the legality of the whole situation, he agreed to the rollaway and stormed off. We never heard from or spoke with him again. Someone on the night shift threatened my kids in the lobby saying that we'd be kicked out and that there are a lot of people paying a lot of money for the rooms here.