Would Have Been Great, but.....
Posted Oct 11, 2016
We received an email from Expedia about an hour before arrival that our hotel had overbooked and our room was not available. We went on to the hotel (drove from Knoxville) and asked for a manager, we were told that he would be in around 3 pm (it was 2:30), could we wait? About 15 minutes later, I received another email from Expedia that our reservation WOULD be honored, to please disregard the previous email. So we happily walked up at 3 pm to check in. BUT the 2 queen bed suite that we'd paid for almost 2 months earlier was not avail. And no, it wasn't because of the hurricane. It was because someone in our room had decided to not check out, but to stay an extra night. She was not told that they were full. (I asked and that was the reason I was told.) They put us in a king with a roll-away. Because of the roll-away we couldn't pull out the sofa hide-a-bed, so the shortest child actually had to curl up on the sofa both nights. They did offer us a gift card for dinner to off-set, I just hated that it had to happen. The manager on duty didn't have amazing people skills, but the young lady there was amazingly sweet!
Comment from Hotel Management
Oct 22, 2016 by Alexander L., Hotel Management
Thank you for bringing this to our attention. We apologize for the inconveniences you faced during your stay, as that is not up to our normal standards. We will share your feedback with our staff and make the necessary changes. We hope you choose to stay with us again, so we can show you our true level of service.