2/10 Terrible
TOM, Franklin
Travelled with family
5 May 2025
Disliked: Staff & service
We were coming up to the Rockwall area to help family in an assisted living facility. We had previously stayed at this property, which is convenient to family and the staff had been wonderful and helpful. However, I mistakenly made the reservation for the day before we were coming up. I immediately recognized my mistake, and reached out to the property to change the reservation to the following day. I was told by the front desk staff that I needed to contact Expedia, which I did. Expedia staff was understanding, and told me they would personally contact the property and go to bat for us. I attempted numerous times to message the property as well, explaining that I had made an honest mistake and needed to change my reservation for the following day. The property 'ghosted' my messages (during our previous time, they were very communicative)...after some time, Expedia contacted me saying that the property had denied my request. I called the front desk to plead my case again, and was treated fairly rudely by the lady (reportedly the manager on duty), saying that it was an Expedia problem. I told her numerous times that Expedia stated that the property set the rules and could modify a reservation if they chose to. After explaining again that I had made an honest mistake on the date (I was not trying to cancel the reservation, we just needed it for the following night) she did not budge, showing no compassion.
I hope they enjoyed making money on a stay that wasn't used.
TOM
Stayed 1 night in Apr 2025