Although the facility was wonderful, I was very frustrated with a very big mistake. I called on my way to the hotel, as I had 3 sleeping children in the van, just to make sure my room was ready. Whomever I spoke with was very kind and helpful, making sure I had a room with two queens for ease of moving my sleeping kids. I was going to make sure to note this in my review, because I felt it was very professional and made me feel confident and cared for. But, when I got there, that staff person on the phone wasn't the staff person at the front desk, who wasn't particularly friendly. But I propped my now only semi-sleeping kids/baby on a trolley with our minimal luggage, pushed it upstairs with difficulty, and discovered my room was completely NOT made up. There were no sheets, the mattress pads were thrown over chair-backs, the phone and equipment not near plugs I could find to call the front desk in the dark, etc... So, I had to truck my kids and now crying baby downstairs, and wait for them to figure something else out to get me a new room. Which they did, but still. Overall, this was just a frustrating experience traveling as a temporarily single mom. In addition, I've had been traveling for a month and NO hotel actually charge my card in advance of an accident, like a deposit, on a room. The whole reason I book with Priceline is for the ease, and I know what will be put on my credit card and when. Many hotels do ask for my card in case I do need to pay something extra for damage, but according to the person at the counter of this hotel, they actually charged me, and would refund me when I left. This is stupid--I had no warning or choice in the matter. Customers who feel out of control of a situation are in are generally not happy ones, so I wasn't happy and didn't agree to it. Also, the bathtub plug didn't work (which I was looking forward to--having a moment of peace after driving around with children). Of course, I wasn't expected to use that room, but as it was set up to go (unlike the last), I guess that this was assumed to be working. But, I didn't report it to be fixed in the middle of the night, as my kids were finally back asleep. The breakfast and facilities were very nice as was everything else. I have only compliments for that. If there weren't these problems, I would consider this a great hotel for the price. But, as there were these problems, I would have happily paid more somewhere else in advance to avoid them. Unfortunately, I recognize that this mistake of the rooms not made up could happen at even the best of hotels, and I get that. It was an accident. But still, it drastically affects this review and makes me not recommend this hotel, as I put this up on my google review. Not to be a whinny-butt, but I didn't feel like customer satisfaction was a priority although maybe they weren't aware how dissatisfied I was--but do customers always express this? I know so many people who just "suck it up." This hotel is probably great, but I can't recommend it for this reason. They remedied the situation with the room not being made up, but I felt like they could have gone out of their way to acknowledge that their customer wasn't satisfied and struggled going up and down the elevator with sleepy fussing kids.
Review collected in partnership with this hotel
June 26, 2015
Thank you for taking the time to post a review! We apologize again for the mistake we made by sending you to the wrong room. I am glad to see that we were able to get you into the correct room right away. Also, please note that you can avoid the deposit by using our website in the future. We hope to see you again so that we can meet and beat your expectations!