There was a roach in the restroom that landed on the sink and crawled about as I was doing my makeup. I called the front desk to send someone to kill it and house keeping showed up immediately and did so. When I spoke to the general manager Jackie, she told me that "roaches don't fly; you won't find a roach that flys". When I became passionate about the situation, as she had invalidated my experience, she hung up on me. I called back and requested to speak to her again, the front desk staff hung up on me as well. I eventually reached Jackie and she proceeded to tell me that she "lived in the ghetto when she was younger, so I know bugs". She then said to me, "I'm not sure what has happened in your life to make you afraid of bugs, but you're going to have a hard life because bugs are everywhere". She did give me a partial refund for my experience, but her comments were asinine and highly offensive. I'm not sure why she would relate bugs to "the ghetto" or why she would presume that I would understand her reference. The tile in front of the shower was unsteady and unstable. The staff lacked communication amongst each other, as I was granted a late checkout by two different staff at separate times, but disturbed three different times, by people knocking on the door inquiring about whether I was checking out or not.