We were very displeased, to say the least, with the experience we had at this hotel. I called in advance to confirm my reservation and to see if it was possible to check in early since we had an engagement to be at before their designated check in time. My reservation was confirmed and I was told to call back the day of to see if we would be able to check in early. I called the morning of and was told to come in and they would let me know if we would be able to check in at that time. We showed up to the hotel at Noon and were told they didn't have any clean rooms at that time, we get it this happens, no big deal. We asked if they had a restroom we could use to get ready, since we had driven 3 hours that morning to get to the hotel to have enough time to change before our obligations that afternoon. The two ladies at the front desk kindly let my husband and I get dressed in the restroom in the breakfast room. I specifically asked them at that time if there would be someone there later that night to check us in since we wouldn't be able to make it back until late, they assured me someone would be there.
My husband and I showed up to the hotel at about 10:30pm only to be told that there were no rooms available! We were exhausted and in no shape to drive 3 hours home, which is why we had made reservations in the first place. The guy at the desk didn't have much to say and I asked him what we were supposed to do and he gave me your card and said that we would be refunded for not staying at your hotel and that you would pay for an alternate hotel room for us that night. Not being from the area, our phones being dead and our GPS being dead we were kind of at the mercy of the guy at the desk. I asked if he knew of a place that had a room available in the area...he printed out a list of local hotels and handed it to me, I asked which would have a room available and he directed us to the Hampton Inn & Suites.
Upon arriving at the Hampton Inn & Suites we were told that they didn't have any rooms available and that they had been booked for a while. We explained to them the situation we were thrown into and they were more than hospitable in the time we were there. They offered us coffee, called around to see if there were rooms available within 50 miles of where we were and told us we could rest in there lobby for a while before we got on the road. (I would reccommend staying at the HAMPTON INN & SUITES if you are ever in the area.)
My husband called the manager of the hotel that night, which I don't think went very well, but what would you do if you were in our shoes??? Not once did you take responsibility for the "computer glitch" nor were we given a courtesy call to let us know of this computer glitch until we had arrived and at that point we were ready to crawl into bed.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 22, 2012
This comment was quite a shock to our property, it made us relook at how we were doing things and serving our guest. I want to thank the person that posted the comment for helping bring these issues to our attention and in doing so giving up the opportunity to fix the problems. I am the new General Manager for the property and assure you guest service is the top priority.
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Again, I thank the person that posted this comment for helping us and hope they (and you) will give as an opportunity to serve you all again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.