The hotel itself was nice, clean, and comfortable, and I enjoyed my stay overall. Unfortunately, my experience with the front desk left a lot to be desired.
When we checked in, we gave the front desk agent a card to keep on file. She specifically told us she was not going to charge the card, but then she attempted to charge it anyway. When the transaction didn’t go through (I assume because of a fraud alert), I asked why she charged it after saying she wouldn’t. That’s when she explained there was a required deposit, which had never been mentioned beforehand. We were fine with paying a deposit, but clear communication would have avoided the confusion. She also never told me the total amount before processing the payment.
I also think a $250 security deposit is excessive, especially for a property that was previously a Motel 6.
The next morning, around 8:00 a.m., we asked if we could extend our stay by just one more night. Instead of simply extending the reservation, we were told we had to make a brand-new reservation and pay another $250 deposit. I’ve stayed at many hotels and have never encountered a policy like that.
The property itself was pleasant, but the lack of communication and customer service at the front desk made the experience frustrating. With better transparency and staff training, this hotel would have earned a much higher rating.