Shaun Joy
Google
I came here for a two-day staycation to rest after recovery and honestly wish I could give this place the 5 stars it deserves for many aspects but unfortunately, the issues with overcharging, false advertising, and the staff’s unwillingness to correct it force me to leave a 1 star.
Warning: Take screenshots at booking on both your computer and your phone. Do not wait for the email confirmation. On the website, my total clearly showed one amount in my booking confirmation (not a summary, but the actual confirmation after entering my card). Minutes later the email total was about $60 higher. Without screenshots, you cannot prove the difference. This is not a 3rd party site, I booked directly through them.
The Positives-
The grounds are absolutely lovely. I enjoyed a bottle of wine and Italian take-out in the garden as the sun set and it was perfect. The staff, particularly the bartenders and restaurant team, and grounds staff, are superb. Every single one went above and beyond. Everyone except the reception staff. The hotel also feels much nicer than its 3-star rating. It really was a lovely place.
The Negatives (and why this is a 1 star)
Booking & Overcharge: I booked directly on their website. The price was clear, with a detailed breakdown showing the resort fee included. I entered my card info, and the confirmation page reflected that exact price. Minutes later, my email confirmation showed a different total, almost $60 more. I immediately messaged the hotel and never received a response. At check-out, when I raised this with screenshots in hand, the manager said their website is inaccurate and that corporate already knows about it because others have complained before. Yet instead of fixing it or refunding the difference, they simply blamed the website and said the math on their own site was wrong. The receptionist then went further, adding up the listed amounts in front of me and saying the amount adding up on the website was incorrect, as if that was my fault. She then started telling me my bill was high because of my bar tab. I was not disputing my bar tab. I was disputing the room rate discrepancy and the resort fee being listed as included on their own site. I have the money, I just don’t like being fleeced out of $60.
Room Issues: The “Superior Queen” I booked was directly over the bar and restaurant and noisy. At check-in, I was told about the noise and asked if I could switch to a room not over the bar. I was willing to pay the price difference. They had one available for Friday but not Saturday and refused to let me take it for even that one night. The room itself was also uncomfortably hot, AC blasting at 61 degrees just to feel decent. The bar area downstairs was the same, with people constantly walking in and out because of the heat.
False Advertising: Their website photos and the room description clearly state the Superior Queen includes a bath. I even double-checked before booking because a bubble bath was part of my plan to relax, so I brought bath products with me. When I arrived, there was no tub, only a shower. At reception, I showed my screenshots and was told that some Superior Queens have tubs and others don’t, but their website doesn’t make that distinction. Instead of acknowledging that the website was misleading, I was made to feel like I had booked the wrong room, when in fact the listing itself was inaccurate.
Bottom Line
: This hotel overcharged me compared to my confirmed rate, advertised amenities it didn’t deliver, and dismissed my concerns with a shrug. The grounds and restaurant staff are truly wonderful, but none of that outweighs being misled and charged more than promised. I cannot recommend staying here unless you take screenshots of everything and are prepared to fight the charges, which I am, or their fix their website.
