My husband and I had the pleasure of staying at the Colonial Hotel to attend a wedding. We called the week before to confirm, and made sure an early check-in would not be an issue.
We get there after driving two hours early, as we had discussed over the phone. As we walk in we are not greeted or thanked, but glared at for interrupting the desk clerk named Laurie Lovewell from whatever she was doing on the computer. Not even a smile! We explain our situation, and she very rudely says we will NOT be checking in early. At eight o clock in the morning, she tells us to come back at three. Does not care about the prior phone conversation, or the fact we just drive two hours to get there.
My husband and I drive around to kill some time, but return in a half an hour. Upon our return, we proceed to the lobby. The whole while hoping there is another representative available. No such luck. We explain the situation again, but we get nothing more than a snyde attitude. She says she is going to CHARGE US AN ENTIRE ADDITIONAL NIGHT for checking in early when we were told there would be no charge on the phone. My husband is exhausted and gives in thinking we can clear it up with the hotel manager herself. While giving us our keys she does not explain where the facilities are, breakfast, nothing. The ne thing she says to us? "THERE IS NO OUTSIDE BOOZE ALLOWED". Mind you, we don't even drink. We are a young couple who have very respectable corporate jobs, and have been married for six years.
I send our terrible experience to the manager, Nicole Moorshead, anticipating any form of solution. Nothing! She repeats what their check-in time is and what we were charged. No courtesy basket or refund as an apology for our treatment.
My husband and I have stayed at hotels all over. It is a regular thing for us, and we have NEVER HAD SUCH TERRIBLE SERVICE!! I am flabbergasted at the entire exchange, and would never stay here again. I would have had a better experience staying at a flea ridden Motel 6. Beware potential newlyweds who are looking to use this facility for the happiest day of your life. The service to your loved ones would not be what you deserve.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
As the general manager at this property we continuously strive to please every guest that chooses our facility. Unfortunately we are not able to accommodate check in's before we are able to check the guests out from the previous evening. Early check-in's are permitted as early as 11:00am if their room is available with no additional charge. Anything earlier than that does require a half day charge, which is what this guest agreed to prior to checking in. There was never a full night charged as stated in this review.
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The front desk manager did follow proper protocol and made every attempt to satisfy the guest, as she has done for the five years that she has been managing our front offices.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.