I made a reservation online for my boyfriend's birthday and was put into the wrong suite upon check-in. Despite the fact that I had a printed copy of the reservation confirmation their computer system had sent me, I was told that my reservation was for a standard suite not a premium suite. The explanation I received was that their computer will automatically downgrade your reservation if the room you requested is not available. I was told that there was no other rooms available.
I had to wait about 15 minutes to speak to the manager, who was also part owner, because she was out tanning. When she did arrive, she again told me that while my copy of the reservation said premium suite, they had me in a standard suite. She did not appologize for their mistake or offer to make it up to us in any way. The only option she offered was to refund our money. The manager had no customer service skills, and was very rude and unproffesional. I felt insulted by the fact she did not appologize for the trouble she had caused or for only offering for us to leave and go stay somewhere else. I took the refund and was left to find another hotel for the night at 5:30 in the evening. The manager did not even stay around to process my refund, and two days later I had to call them because the refund did not go through, only the charge for the room.
Also, the standard room I was put in, did not compare to what the website suggested it would be. The room was very small, along with a very small steam room that did not have a "rain forest shower." The room is all tile floor, and the pillows were thin and cheap. Also, the stereo was on when we walked in and the speakers were blown, and all the lights were not working.
Overall, I was astonished by the manager's inability to handle the situation correctly. I was also very offended that her only option was for us to leave and receive a refund. I would not recommend this hotel, mostly because of the horrible customer service.
Pros: None
Cons: Horrible management, Misleading website, Hotel is directly along the highway
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