My family and I attended an event in the Lakeland area and picked this hotel. Check in is 2pm and we had hoped to arrive right at that time but due to traffic delay we arrived at 3:20 however even arriving at that time we discovered that our room was not clean and ready for check in. The on duty clerk was very nice and was even trying to help get rooms ready as well as manage the phone and front desk. We were told about 30 minutes so we unloaded and waited. Another couple arrived and discovered the same issue. They were given a $20 refund for the wait. I inquired about a refund also but was told that my name would be put in a book with my arrival time and that I would have to contact Expedia for my refund. The other couple had booked direct with the hotel so their refund was automatic.
Once our room was ready we checked in and quickly got ready for our event and left. The room was nice and I decided that I was not going to look into the refund any further at this time. Later that evening when we returned we circled the parking lot 3 times but had no where to park. Every single space was taken. There was not even a curb to park close to plus vehicles were already parked under the check in canopy and it was full. We went to the back of the hotel but that turned out to be another hotel so that was not an option. We returned to the correct parking area again and a spot had just become available. This spot was a disability and though I do have a disability parking pass I try not to use it because my disability is minor and I leave those for others that may need it more but in this case we had no choice. We finally made it to our room and once in the room discovered that the sofa bed that my daughter was to sleep in had no sheets, pillow, or blanket on it so we had to go to the front desk for bedding. The next morning it was discovered that we had only small hand towels and wash cloths but no large towels to shower with so back to the lobby desk again. The hotel is nice, clean, and easy access from the interstate but obviously understaffed. There is a large breakfast area and a nice pool. The rooms have "special" switches on the wall and if these are not turned on then then a/c, certain lights, and the TV will not work. The hotel also charges a "resort fee" at check in. I can't remember the exact price but it is about $3 per person above the actual booking price. Because of the past check in time, no towels, parking issues, and the lack of bedding I decided to call Expedia when I arrived home and request the $20 refund though I had prior decided not too. Expedia was great and placed the call for me while on hold but so far as of todays date I have called 6 times and each time the hotel has given a different excuse and I keep being told to call back. After the 6th time I advised them that I would not be calling back again but instead I would be adding my review to my Trip Advisor account instead. The hotel is nice but what is good for one guest should be good for another. Would I stay here again, no.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time out of your schedule to write a review here at TripAdvisor. I apologize that your experience was anything less than satisfying. Our goal is to not only meet the needs of each and every guest we serve, but to exceed your expectations to make your stay as pleasant and comfortable as possible.
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I have checked all records and I found out that you are right and you did wait 23 mins for your rooms. The night before, we hosted some softball teams who checked out very late without giving us any prior notice and threw us all out of our normal schedule. They caught us off guard without any warning. However, here we were dealing with young kids so it was hard and was not an easy task for us to push them out. Being a parent, I know it is not always easy especially when we are dealing with kids.
Unlike the other guest, in your case, you have made the reservation through a third party entity and you paid them directly. Then they paid us for your room. In addition, they are also charging us commissions for your stay. So, to keep our account in order, we have no other choice than dealing with this third party entity to resolve your issue. It is always time consuming and frustrating when there is an involvement of some other entity other than the guest.
I do hope this explains the process better, and hope we can continue to accommodate you in the future.
On the other hand, I am glad that you liked our nice, clean, GREEN facility, top notch professional service, our big breakfast room, our very appealing swimming pool, our location and the easy access to the interstate.
Finally, please know that your feedback is extremely valuable to us. Feedback such as yours assists us in improving our service and property on a daily basis. In addition, please know that your comments and issues will be surely addressed.
It is our hope that you will give us another opportunity to serve you. Again, I apologize for the inconvenience during your stay and hope to see you during your next visit.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.