Rose Hannan
Google
Disappointing Experience Despite Booking a Family Room... We booked a Family Room for two adults and two children, mistakenly omitting our third child (ages 6, 4, and 3). Upon arrival, we were informed that the hotel could not accommodate our family in the room we had reserved. We asked to cancel the booking, but were told we would still be charged. As a result, we agreed to reduce our stay to just one night and pay for a subsequent room we would not use.
While we understand that hotels have internal policies to follow, there is a manner in which such situations can be handled that fosters a more positive experience. Unfortunately, the receptionist’s approach was unnecessarily rude and confrontational, including inappropriate questioning of our sleeping arrangements.
Additionally, the internet was down for hours that evening, which disrupted our ability to work remotely—an important aspect of our stay.
We subsequently found a private property that was more central, larger, more affordable, and—most importantly—welcoming to our entire family.
This experience highlighted a lack of flexibility and poor customer service. We hope the hotel management will review both their policies and the way staff communicate with guests to ensure a more respectful and accommodating environment.