2/10 Terrible
David
Traveled with family and small children
May 31, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I had a reservation for my daughter and myself for 2 days at River Terrace Resort. On my way to the hotel to check in I was in a car accident that ended up totaling my car.
I made contact with the hotel in an attempt to reschedule my stay for obvious reasons. The woman I spoke to at the front desk assured me given the circumstances that she couldn't see an issue why they wouldn't permit me to move my stay to another date.
After several days worth of phone calls and conversations with River Terrace, their wholesale department and even Expedia I feel like I've been nothing but lied to. I explained that I wasn't looking for a refund but to just change the date of my reservation and I was informed my request had been denied.
I understand that there are certain policies that have to be followed. However, I also believe there are serious circumstances such as mine that should be taken into consideration. Things happen, people have accidents, people get sick, and people have actual legitimate emergencies. I don't believe I should be out $400 all due to a freak accident in the pouring rain.
Thank you, River Terrace, for taking my money. Your Hotel looks very lovely and me and my little girl looked forward to staying. I even spent a little extra for your newly renovated room with a scenic view. Unfortunately, your overall customer service is severely lacking.