6/10 Bien
5 mai 2025
First unpleasant hotel stay
I was not allowed to obtain the keys for both of the rooms on the single reservation I made. I had to wait until the adult I listed that would occupy the second room on MY paid reservation arrived before I could get the room key. This required me to have two authorizations on my card for the two rooms Said policy needs review!
Most importantly I booked two of the same suites with one king bed and one double sofa bed. The second room did not accommodate the guests of three adults and one child. A handicap accessible room was assigned and only had one king and a sofa (not sofabed). When I expressed the lack of a sofabed they sent maintenance to show us how to pull the bed out. Again, it was only a sofa. While adding a roll in bed was thoughtful, there was no room for the child to sleep. The child was ultimately accommodated in my suite which changed the dynamics of our whole anniversary trip.
The hotel would not refund, rather suggested giving me points to stay in their chain in the future. With only a verbal who knows if points will arrive.
I travel frequently and have had no issues until now. The service and quality of this establishment has really gone down since its opening. I felt the staff was just trying to shut down my legitimate concerns and disappointment. Customer focus has diminished. The coffee was cold, waffle mix was watered down, fire pit was off. The renovations in progress were not announced. I cannot guarantee that I will return here.
Glad to be home!
Joeann
Joeann, séjour en famille de 1 nuit
Avis voyageur Hotels.com vérifié
