Brentwood Hotel

This is a sad review to write because we used to love this place. This was our fifth time at the Brentwood. It is unfortunately a shell of its former self. Locked and dusty bar, no campfire, no bikes, no guests vibing together in common spaces, no staff at all! ||What happened? Even in the height of the pandemic, drinks were served through the order window and someone was onsite at least part time to manage the campfire, offer you snacks etc. ||This weekend not only did none of this occur but it was not possible to reach any staff. The contact number provided in the check-in text was disconnected. Emails sent to reservations went unanswered. The only reason we had wi-fi was because our devices had already stored the password from previous years. I was worried when I saw the social media accounts go dark but this was truly next level. ||On the flip side, the room itself was clean and very much as we remembered. ||I really hope this turns around because this was such a great spot. Is anyone even reading this?

I am in disbelief at the lack of customer service this hotel markets as "a unique and customized experience" for its guests. The number that was provided as the help line is disconnected, the heat was not on in our room, there was no one to help us back into our room when we got locked out, and it's been years since I've stayed at a hotel that didn't provide complimentary water, at the very least, when there is no lobby or other amenity available. Especially considering that water is available in ABUNDANCE as the center of natural and mineral springs. For the cost per night ($400) in their "off" season, I am shocked that this was the level of service we received. I've stayed at 20 Euro a night hostels that provided better service. I will not be returning and will be sharing with everyone I know that this hotel is a poor poor display of hospitality.

Please be aware that there are no ways to communicate with the property owners or managers. We arrived 10 minutes past 7pm on a Saturday evening and everything was closed, the bar was closed, the office was closed, no one answered the phone number listed. We had problems checking-in. It took more than 45 minutes with hotels.com to receive text messages with the door codes. This feels extremely unsafe and frustrating that you are not able to contact anyone. After 10+ hours in the car, the last thing we needed was 1 hour to get access to the prepaid rooms. During the evening we heard other guests who also had problems accessing their rooms, voicing similar frustrations that no manager could be contacted and calling other properties to find alternative accommodation in the late evening. When we left at 8:30am Sunday no persons had shown up on the property and the office was still closed. This is not a hotel, it's an unstaffed motel, charging hotel rates and charging 12 USD for self-brew coffee in the rooms! On the positive side, I must admit that the while you cannot control the heating in the rooms, the beds were comfortable - and while the table in our room was broken, the single chair provided had all four legs intact! The location is great for the race track.

Amazing little gem located across from the race track. Comfortable, beautifully decorated rooms. With free parking outside of your door. And a small patio with tables and chairs. You check in online, which was easy & they get back to you via text very quickly! I loved my whole experience here & look forward to visiting again 🐎

Communication leading up to the stay was friendly but disappeared once we arrived. WiFi information was not provided and all attempts to reach out to management either went ignored or were met with automated replies. There was no one onsite to talk to either. The renovation is already starting to fade. Cold air comes in through the gaps around the wall mounted AC, and there is no thermostat. Warm air starting coming in from the floor vents on the second night but it was weak and did little. The room smelled musty, the towels felt cheap and worn, there is only a duvet on top of the bedsheet, the pillows and mattress were crumpled and thin, and you can hear your neighbors through the walls. There is no checkout process or receipt, all I have to go by is my confirmation email from months ago.

People on the phone were really cool but the room was very musty, the sheets Were damp. Dead bugs all over the place. Creepy pictures 😂. Air conditioner was not properly sealed in the window you could see plenty of daylight all the way around that which causes bugs to come in. And it is a motel not a hotel.. oh I forgot to mention the dead bug in the light too.

The web site of this worn down motel is very chic. The real place is different. You may like the price, but don’t expect to get anything special like the hype on its web site. The management does not respond to any requests, not even for the WiFi password.

This was a great find. Rooms are updated and cozy. We enjoyed the live music around the fire pit on the property. Easy walk to the track. Took the trolley to town. We also would like to Thank Dawn for being so nice and friendly. We will be back.