2/10
I will never stay at this property or deal with hotels.com again. We inadvertently double-booked rooms that night because of a computer glitch that said “this room is no longer available.” We were going to be unable to get to the hotel. I called immediately and asked for the room to be canceled. I was told no, very rudely by the hotel staff, who criticized me for using a third party. They refused to cancel the reservation. I called Hotels.com and had a great representative but he was also unable to get the property to not charge me. I paid for the travel protection and still have been unable to be refunded the money. I never stayed at the hotel and found this to be most upsetting. We were driving home for the holiday and it was a simple error that could have easily been fixed to the property manager. Do not stay here. They are rude and had no compassion for my dilemma. It would not have hurt them at all to cancel the reservation since I called right away. They made several excuses: they can’t cancel because it’s a third party booking (hotels.com tried to get them to cancel and they refused), it’s past the window to cancel (also untrue), and that my reason wasn’t good enough. So which one was it? I felt that the desk manager lied and just did not want to help. Hotels do not like us using third-party providers and are making things difficult when we do, so this will decrease my use of Hotels.com despite being a loyal customer for years. Why did I pay for travel protection?
Schannon
Séjour en famille de 1 nuit