NOX Hotels
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Veneer of Respectability belies dirty stained mattresses and Insulting Customer Services
I was appalled when I realised I had been sleeping on a dirty stained mattress/cover for two nights, the toilet seat was also loose and there was a hole in one of the towels (see images). On the first night I did not notice the stains; but when the bottom cover became adrift on the second night I noted the stains, but it was too late to inform reception, so I made best of it and as such did not have much sleep the second night. The following morning I immediately notified Vidmantas on reception who came up to inspect, he mitigated that the larger stain was make-up and I commented that the smaller stains looked like blood. He then said he would see to it that the mattress cover was changed. We are still in the middle of a pandemic; how could a credible hotel group allow this to happen? It’s disgusting. When making a written complaint to the hotel the reply was not even signed. The anonymous person then offered me 10% off my next stay - what an insult. Their reasoning was that I had not made the complaint until the final day. How did I know I was sleeping on a filthy contaminated mattress and was unknowingly putting my health at risk? I had also requested the email address of one of the CEO’s but was refused. However, I did a little bit of research myself after discovering that many of Noxs’ reviews on TripAdvisor were appalling. Aaron Lawee is listed as a director but with no email contact address. A Mariana Rusu is also listed as the current Nox general manager on Linkedin but with no contact email address. The company denied any record of the receptionist inspecting the mattress/cover. They need reporting to official bodies. They shame our country.