First of all, when we booked, we had to book 2 nights as 2 separate stays as we only had enough rewards points for one night and the system wouldn't let us book one night with points and one night paid. When we arrived, we were told that this wasn't a problem and we could stay in the same room for both nights. However, the woman checking us in couldn't figure out how to check us in with a reward stay. She finally called the owner, who also couldn't figure out what was going on for awhile, asked to talk to me, and only asked if I had a confirmation number (which I did). We waited almost 20 minutes for the check-in process to complete. That night, a storm came through the area and knocked out the power (not the hotel's fault). However, we spent a rather uncomfortable evening as the room was very hot and there was no emergency lighting in the room. In the morning, there was still no power, so breakfast was pretty terrible. We were in town for a wedding, so we left for the morning with plans to come back and get ready for the wedding later in the day. While we were getting ready, housekeeping knocked on our door asking when we were leaving. We told them that we were staying another night. A few minutes later, we got a call telling us that we needed to go re-check in. (Noone had told us about this earlier, but even so, we would not have been able to do so in the morning as the power was out.) When I went downstairs, the front desk didn't know what I was talking about. They finally found my reservation. I resigned the paper and put the same credit card on file for a second time and headed back to the room. About 20 minutes later, we got another knock from housekeeping, asking us if we were staying for another night. When we checked out, I mentioned that we were frustrated with the lack of the communication at the hotel. The front desk clerk immediately got defensive and said that "We do have communication." Good customer service would indicate that when a customer is frustrated, you don't argue with them, but try to make it right. Plus, the night I had to pay for cost me $118. The room and hotel was not worth it. The elevator is old and slow. There were cigarette burn marks in the ottoman, and the bathroom floor had a gross film on it. These things made the room not worth the price, but the very poor customer service was what really put me over the edge.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hi Chester, communication is very important and I do apologize for the lack of communication during your stay. I investigated your review and spoke with my staff on ways to improve communication and making sure that the guest is checked in a timely manner. I look forward to you staying with us again. Please call me personal.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.