6/10 Good
31 January 2023
Horrible service and hidden fees
Property double billed us despite having prepaid with Hotels.com. Additionally, they charged a pet fee when we checked in with a service dog and filled out proper paperwork to have had no fee. There was zero damages by the dog and at check out the manager and front desk clerk feigned ignorance to the registered service pet or late check out request that we asked for as a good member and we’re assured we had at check in. The staff repeatedly knocked on the door and claimed they charged the extra day for the 2pm check out despite that we were told we had a late check out. They eventually refunded the additional day fee but never refunded the $75 per fee that should have been free. Since I spent 30 min arguing with the staff over the bill I missed the shuttle to the airport and ended up also having to pay for an Uber and not getting the shuttle for free. Horrible service and they don’t live up to their advertised fees or membership benefits.
Verified traveller
2-night business trip
Verified Hotels.com guest review