4/10 Fair
4 December 2022
Terrible customer service
Terrible communication/customer service. I booked 4 rooms for 6 nights. The manager was rude and refused to let part of our party check in a little early (1 hour) because some of our party was coming in on different flights and 2 of my grandchildren arrived ahead of everyone else and wanted to go to the room to wait for our arrival. To top that off the manager then demanded full payment for the entire stay of 6 nights! I called and asked if there was any way they would make an exception and allow me to pay for that one night by phone (to allow the teenagers to check in early) and I was rudely told no because that wasn't their policy! This resulted in me having to book another room (different hotel) for my grandchildren that had arrived early for one night)!
I had requested a pac-n-play 5 days earlier because we were arriving after midnight and we needed them ready for 2 babies, the front desk claimed they knew nothing about that and they were not available when we arrived. Our room was NOT serviced even once during our 6 night stay even though we requested the sheets changed and new towels after 3 nights. We had to go down to the front desk and pick up the sheets and towels ourselves even after calling and asking for them to be delivered. We also asked that one room be vacuumed after 3 days because we had a baby that was crawling on the floor. We had to go get the vacuum and do it ourselves. Very frustrating!
Connie
Connie, 6-night family trip
Verified Hotels.com guest review