To be fair, there was only one staff member who was terrible and I sure hope his management helps him learn how to better handle guests. After my flight was cancelled on the first day of my 2-night stay, I called the hotel to say I would not be arriving until the next day. The same man who checked me in the next day was the one who answered the phone that night and warned me that my whole reservation would probably be cancelled if I "no-showed." I explained that I would be arriving as soon as there was another flight. However, when we arrived the next day our 2-night stay had indeed been cancelled. When I asked if our room had been sold to someone else he told me "no." So I asked to please be given a room and he told me I'd have to pay again. I was not refunded for my pre-paid stay when they cancelled -- he wanted more money in addition. So of course I asked to speak with a manager. No manager appeared to be on-site, and the front desk attendant refused to call someone to help. It wasn't until I called the Choice Hotels 800 number and explained my situation that he decided to get permission to reinstate my reservation. This was our 2nd stay at this particular location which is nice and close to the college my daughter is thinking of attending. I'm disappointed that this happened and hope for better trained attendants if we ever return.