2/10 Terrible
Lindsay, Norman
Traveled with family and small children
Mar 19, 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Extremely unprofessional staff at the front desk. I prepaid for my reservation for a room with 2 double beds. I arrived to be told that I still needed to pay for my room. I provided the receipt and confirmation from the travel site (which I've used for years with no issues) but was told that they couldn't accept that because their system showed I didn't pay. Customer service from the travel site called to speak with them and they were put on hold (in front of me so I saw the whole thing). About 5 minutes later, the girl at the desk picks up the receiver and slams it down to hang up on them. Another employee came on shift and the story changed. He said that they didn't have the room available that I reserved (at a higher price) so that was why I needed to pay for my room again, and that I would need to deal with the travel site to get a refund.
Two other families came in while I was waiting and both were told that their reserved rooms weren't available but they could pay for additional rooms if they wanted 2 beds. They are intentionally over-selling rooms that they don't have in order to charge customers for 2 rooms and also claiming to not have received funds for prepaid reservations. False advertising. Fraud.
Lindsay
Stayed 1 night in Mar 2025