Courtney H.
Yelp
I really wanted to like this hotel because from the pictures it is beautiful, the lobby is beautiful and I felt safe in the area, but that is all. From check in I had a negative experience. On Expedia, it says that the deposit is only $100. BEWARE; because it's not actually JUST $100, it's $100 PER NIGHT. The clerk asked to see what it said on Expedia, but did nothing to help me other than "I can't do anything, it's a third party app." I asked to speak to a manager because I was not expecting my card to be held up of $300 for my entire stay. The clerk told me that it would be about 5 minutes because the manager was in the meeting. No problem, I sat and waited for less than a minute, at no point did the manager even come out and she said "My manager said we can waive it this one time", and after that I got nothing but attitude. Furthermore, my card was charged for the room for my stay, in the amount of $426, and was NO LONGER PENDING on my bank account. I used a credit card for the deposit and a debit card for my stay.
I ended up leaving a day early from my vacation because I was so disappointed. I had requested a lake view room, and I did not get a lake view, I got a view of trees. The toilet ran my ENTIRE stay, A/C did not work, no body wash in the container. It was not a pleasant experience.
When I checked out early, the clerk had to go in the office to speak to the manager for some reason? Then I had to explain to her again why my deposit was only $100. She then went into the office and I overheard the manager speaking saying "just tell her..", which I believe should be spoken to in front of me instead of in the office. The clerk came back out and said "No worries, you're good to go, the problem will fix when you fully check out." I asked her what problem she was talking about because I thought I had already resolved the problem the day prior. She responded with "the problem with the deposit". Not sure what she meant by that, but I left.
I reached out to customer service explaining that I am completely disappointed with my stay and I was requesting a refund due to the reasons mentioned above. I received NOTHING back from customer service, no phone call, email or anything but woke up to the entire stay refunded back into my card. I called the front desk of the hotel and asked if that was done in error or if the money was ACTUALLY refunded. She said there was no error, the amount was refunded due to non working AC.
I woke up this morning to $426 charged on my card yesterday (which makes no sense because I left the 6th and yesterday was the 9th), I called and asked why. They had NO idea what I was talking about, said there was no notes of a refund and AGAIN talked to me ask if I didn't know what I was talking about of the deposit only being $100. She said "this doesn't make any sense because it is $100 per night", so I had to explain myself once AGAIN why I only paid $100 for the deposit. I said I wasn't talking about the deposit, but said I had called yesterday and they said it was a refund of $426. She spoke to the manager while I was on hold and said the manager only authorized $140 for one night. I told her that is NOT what I was told yesterday, she asked me "who I spoke to yesterday , just so I can verify that the conversation was a refund." And basically called me a liar that the conversation never happened.
I am SO APPALLED by the customer service at this hotel. I have stayed at SO MANY hotels and it is by far the worst. It needs cleaning, BAD. Stains EVERYWHERE in the hallway, doors looking like they were beat down. But the fact that I was given the refund and then charged back on my card ??? Now my bank account has negative balance. Due to them going back on their word of the refund, I will be contacting my bank. I have NEVER been dealt with such rudeness in my life. I really had high hopes for this place since it looks beautiful in the pictures, but it's so closed off from everything. It is a ghost town, I know why now. I'll never recommend this place to anyone.