2/10 Terrible
Andrea
Travelled with family
21 Feb 2024
Disliked: Staff & service
Stayed here a few weeks ago. Nice decor, good food.
The hotel - rooms, operations, service - nightmare. Our room was too hot to sleep and the A/C did not work. If it weren't for the train that passes so close to the room at night that the room comes w/ear plugs, we could have opened the window to cool off. After 2 sweaty nights, we checked out early.
The woman at the front desk promised a credit for the balance of our stay and an email showing it. After reviewing her email a few days later, I noticed she had applied the credit to the wrong account. This is when things went from not great to really bad.
I called and spoke with Jacky about the issue. She did NOT want to deal with my issue. She insisted I talk to the mgr, which was unnecessary - it's just a credit reversal and reapply. Simple. She was agressive, said the mgr was in a meeting and hung up on me. Rude. I called back and got Andrea Barr, the mgr that was supposedly "in a meeting", told her the whole spiel and she seemed genuinely interesed in helping me. It's now been 1.5 weeks, a few emails inquiring about status, and the credits are still not in my account.
I don't know if they are liars, incompetent or uncaring. There aren't a lot of choices in Big Bend but anything is better than this option.
Andrea
Stayed 3 nights in Feb 2024