Donna M.
Yelp
The pros: the grounds are pretty, the lobby and surrounding common areas are lovely, the rooms are decorated nicely, good shampoos and soaps are provided. The breakfast was very good and the "lower level" employees are wonderful, hardworking and always ready to please.
The cons: Inn is directly across the street from the airport so there is jet noise and smell of jet fuel in the air. Room had musty smell and chemical-like odor so we opened the windows to air it out, but the smell of jet fuel proved to be even worse. Location is three miles from downtown so lots of time waiting for buses/shuttles. Inn's website says it is right outside downtown. I found no mention on their website of the easy access to the airport so I don't understand why when people give less than stellar reviews on these facts, the General Manager tells them they should have done better research. I suppose I could have used a satellite map to investigate the area, but I figured reading the Inn's website would be sufficient.
Upon check-in we realized there was a problem with our reservation. We had inadvertently booked two rooms but only needed one. We spoke with the front desk supervisor who was abrupt and inflexible. We asked to speak with the manager but he was much worse than the woman. He came to the front desk appearing defensive, listening to our story and looking at us perplexed. We explained we made an honest mistake while booking multiple hotels for this trip, and would he be willing to refund our money for the less expensive room if he could fill it. At this point they still had three rooms available so the extra room we booked had not caused them to turn away potential customers. He was adamant, inflexible and would not hear of it. Within a couple hours of our arrival, the entire hotel was fully booked and yet it was still the GM's preference to turn potential customers away rather than sell them our extra, empty room and offer us a refund, or even a partial refund. We understand their cancellation policy, we understand booking the extra room was our error, but we were hopeful they would show some understanding and allow our extra room to go to another customer. After all, we still stayed in their hotel in the larger room we also paid for. Instead, the GM told us he is a businessman first and foremost and would not refund us or the third party site we booked through, even if he was able to get someone else to take our room. To me, that is incredibly poor customer service.
