2/10 Terrible
Deborah
Dec 6, 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Booked this stay through Hotels.com. Prepaid with confirmed itinerary. Upon arrival, front desk (no names given at this place) said they had not received payment on that itinerary. If we want to stay, pay for room. With snow flying and no other choice (we had our pet with us) , we paid for a room with the intent of squaring up with Hotels.com when we returned home the next day. Seeing both room charges on our card, we also called our Bank Card fraud department. After speaking with the fraud dept., we called Hotels.com and got confirmation the RRI had indeed been paid. Hotels agreed to call the RRI to square the matter whereby the clerk stated he did not charge us for the room. Enter the fraud department. They called RRI and three-wayed us in with a lady clerk who kept saying she did not understand. When asked for a manager, she said he will be there at noon. Fraud agreed to call back at that time. We called Fraud a little after noon and they three-wayed us back with RRI. The phone was answered three times and immediately hung up. Fraud decided to try one more time around 2:00pm. We called fraud back a little after 2 and they Three-wayed us once again with the same results as before on two tries. On the third try, the manager answered and after questioned, stated that he did not over charge us and that Hotels.com was a third party and we'd have to take it up with them. When fraud began to explain we had talked with Hotels.com, the manager hung up. They are being investigated
Deborah
Stayed 1 night in Nov 2025