We arrived at the hotel 2 hours ago after booking it last minute for 2 nights. Usually we stay at the Rimrock, but thought this might be a nice change. All commercial sites (Expedia, Hotels.com) offered it for $120 a night, which is a great deal. Called the hotel directly and they (Sherwin [--]) offered a superior room for slightly more ($120 first night and $136 second night). On their website a superior is describe as twice the size of a standard, so for such small difference I took it. Upon arriving at the hotel Tim at the reception offered an "upgrade" to superior for another $60. I told him we were told this is what we were getting from the outset, to which he said that words "superior" and "standard" on their website are "just words" and even though we might have been told we would get a superior room, the agent really meant standard. Since we arrived at 8:30 PM and I had 2 little kids in the car, the last thing I felt like doing was make a huge deal, but I told Tim several times that what they are doing is misrepresentation and is unacceptable. SO, the moral of the story is BUYER BEWARE. If you book directly with these guys make sure they email you an exact description of the ROOM SIZE otherwise you are really taking your chances because to them the room names are "just words". This is both unfortunate and highly disappointing. I guess it is back to the Rimrock.
In all fairness to the Fox, the very poor rating is based on this experience, but that really set the tone for the rest of the stay. Always amazes me how much money these places fork out to get the guests through the door, and how little effort to make sure they will come back. Incredibly poor way to handle a situation where they were in the wrong.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am very disappointed to read this review. I must clarify for future travelers that we honor our rates posted, act with integrity, and value each and every guest. I would argue this was a case of mis- interpretation, rather that mis-representation.
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I have to say that this review is very one-sided, and does not represent all the facts, nor the entire truth, and does not outline how we tried to come to a resolution for this guest.
Dear Sir, I would be more than happy to discuss this personally, as was our Front Office Manager when you checked out. I understand you were not willing to discuss this with him, but if you want further clarification, please do not hesitate to contact me directly.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.