I can’t speak to the actual hotel stay, only the awful service experience.
I booked our room well in advance for my family of six (two adults, four children) as part of a long road trip from Indiana to Texas. About three hours before our arrival, after driving for over 10 hours, I got a call from the hotel asking if we could switch to a room with one king bed. I explained that wasn’t possible due to our family size and the fact that I chose the room for a reason. The person on the phone said their manager would follow up with me.
No one ever called back.
Instead, I received an email stating that our reservation was canceled.
I immediately contacted Hotels.com, who reached out to the hotel. That’s when I was told the room had a leak, something the hotel staff never mentioned during the original call. Had they been honest and upfront about the issue, it would’ve made more sense and I could’ve at least prepared or made other arrangements.
But they didn’t.
They left us stranded, with four kids and no room, and my money tied up in a pending refund (which, of course, takes time, especially over the weekend). All Hotels.com could say was “sorry.”
So no, I can’t rate the hotel itself. But I can say this:
The customer service was unacceptable, inconsiderate, and poorly handled. The people working there clearly lack professionalism and compassion. Do better.