I booked a room by calling the toll free number. I was very specific about the need for a seperate living room from the bedroom. (I took my elderly mom to Reno and her oxygen machine and sleeping habits make it impossible to sleep in the same room. When I approached the front desk at the hotel, they were nice enough but they were unwilling to fix the issue. They have a sign that says something to the effect that if we are unhappy, we get our money back. After my sleepless night, I saw a 50 dollar charge to my credit card. I had already paid in full with cash. The hotel had promised that there would be no charge to my card. When I called about the charge, the manager said it wasn't really a charge but a "hold" I told him that I was promised there would be no charge to my card. He was nice enough too-- but it didn't seem to matter. He told me the charges would be released within 5 days.. As of two weeks, $25 is still owed to me by the company. The manager told me that for my "money back", I would have to go through corporate since I called the 800 number for the reservation. When I called corporate, they had me go through the story but said I couldn't get my money back. Bottom line, Corporate blames the franchisee and the franchisee blames corporate. Promises are hollow if no one takes responsibility. PLEASE NEVER USE THIS HOTEL. .... unless you want unfulfilled promises, a lousy breakfast (another story) and a management team that, although polite, just give lip service to their promises. WHERE IS THE 25 DOLLARS I AM STILL OWED THAT IS STILL ON HOLD FOR A ROOM THAT WAS FULLY PAID FOR IN CASH? This isn't about money for me. I don't need the $100 bucks the room cost. It is about integrity.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 20, 2012
I sincerely apologize for the experience you had at our hotel. Our goal is to always provide the most comfortable stay for guests and I regret we did not provide that for you. Please reach out with your HHonors or confirmation number for further assistance with your billing issue as I’d like to ensure this is resolved for you. Thank you!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.