Online reservation useless. Reservation never went through despite several confirmation e-mails. I was told room unavailable, and could get a different room for more money then originally reserved. The attendant would not look at my reservation that I was showing here and kept saying it's not in the system. Well, that's not my fault. I'm showing the proof that I made the reservation weeks ago, and the price, etc. The response given was "Well, it's not our fault either..." which to me means "Well, that's not our fault, it's yours." She said that I must have "not clicked the OK button or something..." and said "For future reference, you should call the hotel to make the reservation." Then why offer online reservations???
I traveled 6 hours with a toddler to get there in the rain, then was met with this. I was forced to take a different room with 2 full sized beds when I reserved a room with 1 queen sized bed. I made that reservation because I don't fit in a full sized bed... I'm too tall. The room was more expensive as well. The room smelled of being a smoking room, and was in need of repair (cracked/stained drywall and wallpaper, half the light switches and power outlets not functioning). The fridge smelled of mold, appeared to be older than I am, and didn't work anyway. The heater/AC unit made horrible sounds when using it, forcing me to leave it off. I actually had to break open 2 car air fresheners to mask the smell of smoke in the room.
The WiFi was free, and worked better than most hotels I've stayed at. And the beds themselves appeared to be clean, though the rest of the room was not. The location was very convenient for where I was visiting in the area. So good marks for those few things. But the reservation issue and status of the room was unacceptable. I visit the area a lot, and will not be staying at this hotel again. I would rather stay 20 minutes further away from my destination than to stay in this hotel again. And I am a very tolerant person when it comes to these kinds of issues. Having worked in the customer service field before, the policy of "The customer is always right..." does not apply at this hotel apparently. I had the proof of making the reservation and you have the nerve to say it's my fault it didn't go through into the system using the website that YOU use and that represents YOUR business.
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