8/10 Good
Upton
Traveled with family and small children
Jan 13, 2026
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My family of four visited for the weekend. Our overall stay was very nice and enjoyable. The couple of issues that I had were: 1) the breakfast food was limited and overcooked. But the biggest issue is the customer service.
When we initially got to the hotel, my husband checked us in while I waited with the kids. The next day when I woke up and checked my bank account, I was a little shocked to see not only a $40 fee for incidentals but an additional $200 charge. My husband called the front desk and spoke with Tiana. Tiana confirmed that we had been charged twice for the room, once by Expedia and once by the night rep mistakenly. Instead of Tiana taking care of the issue and contacting Expedia or even offering an apology she simply said oh she charged your credit card instead of the Expedia card so I’m gonna pass this to the next rep and he’ll have to call Expedia. Absolutely unacceptable. First of all, you should offer an apology to the customer even if you’re the one who did it or not because you’re representing your company. Secondly you’re still on duty so you should not be passing off anything to the next rep; you should’ve taken care of it. I ended up having to contact Expedia myself and get everything sorted out. The Expedia rep called the hotel and spoke with Tiana and we will be getting a refund, but we should never have had to initiate that because it was not our fault. Tiana dropped the ball.
Upton
Stayed 2 nights in Jan 2026