Posted Aug 15, 2016 on Hotels
Arrived at the hotel after an 11 hour drive. Check-in was easy, until I found out that I was put in a room that did not include the sofa sleeper that I paid extra for on Hotels.com. The clerk at the desk made me sit down at a computer & try to print out the email that Hotels.com sent me showing the room description. I was told that the room type that I reserved on Hotels.com didn't even exist. After I couldn't get the email to pull up, I was asked to forward him the email. Apparently the one that I had already showed him on my phone wasn't enough. I then had to wait for the manager to come back from the property across the street to talk to me. After making a bunch of excuses, arguing with me, & passing the blame onto Hotels.com, she finally took care of the situation & was able to put me into the room that I thought I reserved in the first place. By this time I was extremely exhausted, overwhelmed, & on the brink of tears. The remainder of my stay, the staff was very rude & stand-offish to me & my family. I was definitely treated like the "problem customer." We even got a call from the front desk regarding a noise complaint supposedly coming from our room. We had been out all day & had only been in our room for 5 minutes when we got the call! The hotel itself is in a great location, & the beds are extremely comfortable!