Proxy Falls Tours

We recently stayed at this hotel in Eugene, OR and had an overall comfortable experience — the rooms were clean and the property itself is great. However, our experience with management left a lot to be desired. We originally booked and paid for one night through Expedia. When we decided to extend our stay by one night, we were told no additional nights were available. Oddly, we were still able to make a new reservation for two nights at the same hotel. That should have been our first clue that something wasn’t right. We then attempted to cancel and refund the original single-night reservation through Expedia, but the hotel denied the request. When we spoke with the front desk and management directly, they brushed it off — saying, “Just request a refund through Expedia and we’ll approve it.” The problem is, we had already done exactly that, and it had been denied by them. No one took ownership or made an effort to actually fix the issue. To make matters worse, during our stay we kept receiving automated alerts for the unused reservation. It felt like a small thing, but it really highlighted how disconnected the management team is from the guest experience. It’s unfortunate, because the hotel itself is lovely. But the lack of accountability and customer care will make us consider competitors the next time we’re in Eugene.

Conference rooms were freezing

Great staff!! Working the establishment, there. Good thing I got a beard, cuz I can't stop blushing. The hospitality there is unbelievable. Great people, great place, great price, walking distance from downtown