Great hotel with HORRIBLE CUSTOMER SERVICE
Posted Jan 5, 2017
Our flight was delayed almost 7 hours, but we had a late check in anyways. When we got to the hotel they said they didn't have a room because we were late. I told them the email they sent me showed late check in and there was no refunds or cancellations. I then asked if they were going to still charge me, they said yes. I told them they needed to find me a room then. After about 20 min of arguing with the clerk we asked to speak with a manager. The clerk went back and spoke with his manager (he didn't want to come out) - he said his manager worked his "magic" and found us a room. I told them it wasn't any magic about it, I paid for the room. So we went up to our room, now shower curtain. We called down to the desk to get one, took almost an hour. It was 8am, so we were going start our day. When we got back that night and laid in our bed, there was a big "hole/divit" in it (literally my butt fit in it - memory foam that didn't remember). We went down to ask for a new bed or room. The manager then said it was our fault!! If we would have shown up on time we would have had a better room!! What? So they were planning on giving that room to someone else anyways? When they came to replace our bed they had no idea what they were doing. They asked me where to put the linens and the mattress? The housekeeping manager came up shortly after and she was very nice and the only one to apologize. The hotel had pretty cool attractions & great food, but would not return!!