I am sorry to say the Highlands Inn did not meet my expectations when traveling there this past weekend. I booked a queen room via Expedia...yet my reservation was incorrect when they called me two days prior to to my trip to confirm, and just when I thought we'd straightened it out over the phone, it was still incorrect when I checked in two days later. The woman working the desk at check-in was incredibly rude, defensive, and condescending towards me. While we were trying to get it straightened out, two separate hotel guests came to the desk to complain that they had had zero hot water since checking in a day before to which the woman said, "I've alerted maintenance, but I can't fix what's already happened." Never an apology or an offer to make this right for them. After a lot of back and forth, I was finally given my room key with very vague directions how to access my room. When I opened the door to room 43...wow...I am not normally sensitive to smells, but the stench of stale cigarette smoke was truly overwhelming. I would have had a much better review had this woman not been so rude, and I wish I could say I had a better experience, but it just didn't meet the mark for me. Plusses: the room was quiet and the bedding was comfortable.
