2/10 Terrible
Josh
Travelled with family
5 May 2025
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
They changed our booking blaming us for their err
Upon arrival, despite having rented a room with two queen beds and showing the hotel receptionist, she informed us that we no longer have that because the reservation was changed to a king bed. When I explained that that is not going to work because we have two children staying with us, she said That unfortunately, we would have to change. I showed her the confirmation email and she began getting defensive and very hostile as if I was being hostile toward her when I was merely advocating for my needs in our families needs. I eventually just put my eyes down and said I will not be arguing with her, but that we need this to be changed. She eventually did change it, but only after saying that it had been our problem even though I informed her that we had booked through a hotels.com. She said that sometimes bookings get changed and I said well that is really not good business and that would not be my problem, but a problem between the hotel in Hotels.com. She informed me that it was my problem. I picked up the general manager‘s card quietly and continue to look down until she said that she will be trying to make some changes in the computer. She then told me that she didn’t mean to say that it was my problem. She then did proceed to change the room and find a room for us. That did have to clean beds, which I thanked her for. She never apologized for her bad behavior.
Josh
Stayed 1 night in May 2025