Because we are Value Club Card holders, I was told at when I called to book that there would be absolutely no problem upgrading us for free when we arrived if they had rooms available. When we arrived we were told there was no availability to upgrade (which was a lie because I had checked the website to see what they had available) so we just checked in. After 3 hours of driving in icy conditions with 2 small children, we just wanted to feed the kids and return to the hotel to relax. Upon our return, we opened our room door and discover they had only given us a room with one bed for 4 of us. I went back to the desk to request again that they upgrade us due to the fact that they had made a mistake with our room and because they had told me when I booked that if they had available rooms, they would "absolutely" upgrade us. When I went to the desk this time, I mentioned that I knew they had a suite available to upgrade us into because I had checked the website. The lady behind the desk said "Sorry, I can't give you that room. We don't do that this time of year. What is someone else wants it?" I mentioned that their policy states: (quoted directly from their site) Free Room Upgrade
Relax with a Room Upgrade at NO additional charge when you present your Value Club card at check-in. (based on availability)
She said "Sorry, I can't. Here is your new room card." When we got into the new room it STUNK and it was FREEZING. My daughter even commented about how it was warmer outside then it was in the room. We were all so exhausted that we just settled in and cranked the heat all the way up. It took forever for the room to heat up. I travel to this area frequently and used to always choose this hotel when I needed a place to stay but the lady at the front desk was so rude and so unhelpful that I would NEVER recommend this hotel to anyone ever again. To me, it is worth paying more for a hotel with honest staff and friendly customer service that will honor what they advertise.
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- Also Known As:
- Americas Best Value Hotel Birch Run
- Super 8 Birch Run
- Super Eight Birch Run
- Birch Run Super Eight
- Birch Run Super 8