4/10 Fair
Feb 12, 2025
Unfriendly & Unhelpful Front Desk
When we arrived at the hotel the person working the desk was not friendly at all. She proceeded to tell us we did not have a reservation when we actually did. My husband showed her the email confirmation and she said they do not send emails and that we did not have a reservation. She did not try to offer a solution, just stood there while we tried to find more evidence on our end. In the mean time I got in contact with a very helpful representative from Hotels.com who said they would call the receptionist and be sure to get us a room. The phone at the desk rang and she ignored it. I had to ask her to answer the phone and informed her that the call was most likely from someone who would straighten everything out. She rolled her eyes and answered the phone. She continued to say "ok, ok, oh I guess I didn't look there, now I see it." She then told us our room number and that was it. No apology, no additional hotel information (breakfast, check-out, etc.).
The customer service from Hotels.com was amazing!! Super helpful and so quick to fix our situation.
Verified traveler
1-night trip
Verified Hotels.com guest review
