Francesca W.
Yelp
The hotel itself was nice and convenient. The front desk staff when I stayed there was really nice and helpful as well. If that were all, I would have given it 5 stars, BUT the issues unrelated to my actual stay there have been a nightmare. I booked through Airbnb, which, if you mention to the hotel at all, they act like they don't even have an account on there or any control over their bookings. They couldn't find my reservation at all the first time I called them, which was terrifying as all other hotels were booked at the time. Initially, I had booked for an extra day, but decided to adjust my reservation within the allotted timeframe to do so with no penalty on Airbnb. The hotel never responded to me, as they don't seem to check their messages on the account at all. However, I called the hotel and confirmed that my change was made accordingly over the phone. After my stay, Airbnb did not reflect that one night had been removed, and when I contacted Airbnb, they said they had no control over what the hotel was charging me and nothing on their end showing that it should be adjusted. I called the hotel, and after a long conversation with them, they confirmed that they would be refunding me through Airbnb for the night. I ended up only receiving a portion of the night back, but I assumed this was correct based on valet parking and hotel incidental charges. After receiving the Airbnb refund, I noticed that another credit card of mine ( the one I put down for incidentals) had been charged $1421.51 for the stay as well. This made no sense since I'd paid for everything through Airbnb on a different card. I called the hotel and spoke with a pleasant woman who assured me that this was entirely incorrect and a mistake on their part and she would have the team refund the entire amount back on my card ASAP. However, I was not refunded the entire amount. When I called back, multiple times, I was given a different story each time as to why I was not refunded the entire amount. In fact, as I was on the phone, the story kept changing, sometimes to say that I was initially refunded right after my stay and definitely for the full amount, and also the full amount for the night I did not stay was sent back to Airbnb, which was not correct. For the most part, they either hang up on me or say they will call back and don't, and then I have to call back and go through the entire process again. I still have not received the full amount that was overcharged to me back, and for some reason, they cannot seem to understand how overcharging someone and keeping over $1400 of their money for over a month is a huge deal and not an acceptable business practice. I would not recommend staying here ever, which is unfortunate because some of the staff was very nice.