8.6/10 Excellent! (1,007 reviews)
Our experience started as one of the worst hotel experiences we've ever had. We arrived around 2:20 a.m. after our flight was delayed. Our room had been fully paid for since March, and the hotel had been notified in advance that we would be arriving late. Despite this, the front desk employee refused to let us check in unless we paid for an additional night.
We were traveling with our family, including small children, and were left stranded in the middle of the night with no car and nowhere to stay. At 2:30 a.m., we had to walk to another hotel hoping they had a room available. Thankfully, they did because of a last-minute cancellation.
The next morning, I spoke with the manager, Stacy, who was absolutely horrified by what had happened. She sincerely apologized, refunded our stay, provided complimentary breakfast for our family of four, arranged a ride for my husband to pick up our rental car, and reimbursed our Uber from the night before. Her kindness and professionalism completely changed our impression of the hotel.
While I truly appreciate everything Stacy did to make things right, the overnight employee's actions were unacceptable. A family with young children should never be turned away from a room that was fully paid for and reserved months in advance after the hotel had been informed of a delayed arrival. I hope additional training is provided so no other family has to go through what we experienced.
Reviewed on Jul 24, 2026
