“I would not stay here again due to management’s poor handling of a prepaid reservation, lack of comm”
The place was clean. We arrived at about 2:00 AM only to find our reservation had been cancelled without any prior notice. I didn’t know there was a cutoff time after which the hotel would cancel a booking, and I had called twice beforehand to confirm. Still, I received no verbal, email, or phone warning that our reservation could be cancelled. When we got there, staff told us we’d have to pay again to book a room. The whole process took over two hours, even though we only needed the room for a few hours. I was in town for a funeral and had already driven eight hours with my family. I had specifically called ahead to ensure a late arrival would not be an issue. Although the hotel was clean and the situation was eventually resolved, the experience made an already difficult situation much worse. The hotel ultimately refunded our payment, but did not offer any refund, compensation, or accommodations. We ended up getting only about two and a half hours of sleep. I understand hotels have policies, but guests should be clearly informed of cancellation deadlines, especially when they have called ahead to confirm their reservations. Communication and customer service are essential, and unfortunately, that was lacking in our experience. If you anticipate arriving late at night, I recommend considering another hotel to avoid the stress and inconvenience we experienced.
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