We had fully paid for our room through Hotels.com. I checked with the receptionist at check-in who acknowledged that the room was fully pre-paid. Nevertheless, at time of check out we saw that our credit card included a duplicate cost for the room. The second receptionist apologized and said the first was new and thatâs why the mistake was made. She said she could not reverse the charge and sheâd call us after manager arrived at 3PM. Itâs now 4:50PM and we called (2nd time!). Another receptionist said that we would have to call Expedia to straighten up the problem! And it was the receptionistâs very mistake. Then he said he would try to work on it tonight. Very bad service. You overcharged us $180 and we want our money back. Plain and simple. Why canât someone do something about this?
Staff are great. They all made me feel as if I was the only guest there with the attention they gave me. Eric in the evening stayed late to show me how to make the perfect cup of coffee. Thomas in the morning went beyond his regular duties to help me with my oddball request. The maintenance man who stopped his work to show me the fitness room was amazing, too (I am sorry I didnât get his name).