Shelby J.
Yelp
Heartbroken.
*lengthy review, as per email request to put grievances in order for "eligible" refund* I will update the hotel response when the correct person of authority finds it within this time frame to speak to me directly.
We were here for maybe two hours tops then left.
We came here for our honeymoon, we've been planning this trip since December. They are SO expensive, and being as my husband and I both are hotel bartenders in Dallas, our standards are high.
It's absolutely nothing like the pictures provided, we feel like we were completely catfished, it's falsely advertised. We traveled for 2 days to be here, they charged 40 & 50 pounds for grocery store wine that costs 7 and 13 pounds. The building is old, things are falling apart and the repairs at the hot tub were slapped together with a caulk gun.
There are "fire exits" which are other hallways throughout the hotel that are filled with miscellaneous trash and food aprons, I accidentally caught some employees sitting down on the stairs on their phones, these staircases looked like they hadn't been cleaned in years.
The sauna and steam room were out of order, which is half of the spa amenities advertised on the website.
When we returned to our room there was already a man inside our room trying to "change our bedding" why?
We had just put our bags down!
We packed up, and went back downstairs. This mysterious Gm had already left and I spoke to the receptionist employee who offered an upgraded room and a complimentary bottle of champagne which I can only imagine costs 10 pounds at the store plus a headache) but as I had explained this is not what we signed up for and we left.
Someone called us to apologize and I asked for a refund and he said I will do that for you, I'll call you tomorrow I said thank you and checked into a different (better) hotel "No.17" which I'll address later.
But upon the next day not only did I not get this phone call but I get a message through Expedia which he was arguing with me, from what an I had complained about to the receptionist, so we were playing 3rd party telephone, unwilling to speak to me directly.
Whilst I was expressing my decision to leave the hotel based off of the amount of money it had cost versus the realistic advertised to an employee, I get an email within seconds stating that they would charge me fully due to "customer quality assurance" and that we left due to personal reasons.
Part 2-
I get a reply email through Expedia right after we hang up that says we've decided to charge you anyways, (I had paid 500, and they charged me another 700, right after they got my complaint to make sure they got their money)
I called the receptionist again who claimed to be unaware of these emails, and told me to come in tomorrow (4.15.24) and to talk to the Gm at 11am which this person is supposed to be present, and again I got a written email from this Gm through Expedia, which said in summary, don't do that, put it in writing.
Which is absolutely what I'm doing, on my honeymoon, instead of enjoying it.
Will update review upon response
Update* 4.26
They stopped answering my phone calls but answered when I called from my husband's phone. They are unwilling to get into contact with me and so I am disputing the charges through my bank.