6/10 Okay
jennifer
Travelled with family
2 Aug 2024
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
poor customer service from Hotel Staff
I booked a modifiable room but when i went to cancel the night I didnt need there were issues. I thought Hotels.com had taken care of the issue weeks before I went on my trip but found out when I got the hotel that Hotels.com has requested they change my reservation but the hotel manager denied that request and never followed up with anyone. I was told by numerous staff that since I booked a third party there was nothing they would do for me and next time I should book directly with them. I left the hotel expecting a phone call from the manager but after two days of no call, I called the hotel and was told by the manager once again that since i booked a third party they would not refund the second night they charged me for after l left, even though I paid a higher rate so I could modify my reservation. Its obvious to me that the manager at this hotel has very minimal customer service skills and I told her I will continue to book thru hotels.com because I've never had this issue with them before and I often modify trips when things change but I will be sure to not book this hotel ever again after I was degraded numerous times for booking thru a third party. Hotels.com was very helpful during this whole ordeal and I never had an issue getting ahold of staff unlike these poor hotel workers who have a manager that doesn't take weekend calls even if they were supposed to be on "on call"
jennifer
Stayed 2 nights in Jul 2024