8/10 Good
Barbara
Travelled with partner
Mar 24, 2025
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
They had tried to run my card the night before and apparently the card didn't go through. I didn't understand why but after speaking with my card servicer found out that they had tried to process the card seven times which is why it was declined. Since Travelocity had already authorized the card when I booked the room, the hotel attempting to do so at the same dollar amount looked fraudulent . I've never had a hotel. Tried to reauthorize my card again after Travelocity had already done so .My information from Travelocity including my phone number and email address did not carry over to the hotel's information so they could not contact me, so they canceled my room. I was very upset with the desk clerk so she got the manager who apologized and found a room for us. Which I appreciated because I had an event that evening and had nowhere to shower or change. Although there was a problem they did rectify it and I have to give them credit for that. A lot of hotels would not have done so. Given how accommodating they were and cooperative after the issue I would give them four stars. They only left off one star because I've never had a The hotel do this. They said several other Travelocity reservations with the same declination, so I'm going to assume they're attempt to authorize the evening before after Travelocity had already authorized it once. Also created fraud issues on other people's accounts. I would suggest they reevaluate this procedure.
Barbara
Stayed 1 night in Mar 2025