Gail Fuentes
Google
Lesson 1: don’t book through a third party. Lesson 2: don’t stay at the Fitch Lodge.
Very disappointed. The place is ok. Rooms are small, but not terrible. We booked our reservation through booking.com, paid in full in advanced. When we arrived at the property we were told there was a 50$ per night fee for amenities (adding to 200 in our case). We explained that our reservation explicitly said “all amenities and fees included in this price, nothing to pay at the property”. They kept changing the concept of the 200$, initially was amenities, then incidentals, then taxes… we requested to get an invoice with the actual concept of the extra payment, eventually they said it was the amenity fee. After a lot of back and forth, they asked us to call Booking.com, which we did… the Booking.com representative spoke with us and them on speaker, and sent us and them an email with details and proof that everything was paid for. We thought everything was clarified. At the time was check out nothing happened, and a few hours later we were charged “the amenities fee”. We called back and were told “there is nothing we can do to help”. We had to come back to the property (at this point it was a matter of principle and not feel like we were been scammed) one more time at the front desk we explained the situation and everything that had already happened on check in day. One more time they went with the “this are taxes, not sure which state your are from but we charge taxes here” very rude, very condescending, not helpful at all. We told them to check the email from Booking.com, eventually the front desk called the manager and after 30 seconds on the phone they refunded the fee. Not sure why this happened, but it did to 3 of us in the same trip. Lesson 1: don’t book through a third party. Lesson 2: don’t stay at the Fitch Lodge.