Colleen
18 de noviembre de 2023
The hotel canceled my reservation because I was not there before midnight even though i called to inform them i would not be there before midnight and my brother who had already checked in told the desk clerk my arrival would be after midnight. We were both told it was not a problem. My confirmation noted a last check in was 5:00am. The hotel gave me a room at a higher rate that had stained carpeting and couch and the bathtub was filthy. The front desk manager and a colleague were extremely rude to me when i questioned the double charge on my account. I was frustrated, but i was not abusive nor did i use foul language, however the female colleague was extremely nasty and neither would listen to what i had to say. They spoke over me supposedly citing corporate policy stating guests who are not there by midnight are considered no shows regardless of whether the hotel was notified ahead of time that there would be a late arrival. I was extremely unhappy with the hotel and its employees. I AM HAPPY, HOWEVER with *******'s handling of the situation when i called. Lin from ******* acted immediately, made calls to the hotel and issued me a refund.
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