I had a horrible, horrible experience at this hotel and very much urge ANYONE remotely considering staying here to NOT... here is why.
I was moving cross country and reserved and prepaid for the room via Hotels.com. I got delayed by one day at my departure city and called Hotels.com to change the reservation by a day. They said no problem and the change was completed. When I arrived, the man at the front desk said it had not been changed and that he was going to double charge me. I politely explained it had via Hotels.com and why. He said that was unacceptable and that he needed to hear from Hotels.com directly in order to verify that was accurate. I said ok and he checked me in. It was a little odd, but whatever, we all have our systems and I can respect that.
I will get to the condition of the room later.
I spoke with hotels.com and I was put on hold while they spoke with him directly. They reconnected me and said everything was sorted out. That is when the rude phone calls started. The man was very rude and unreasonable and kept calling the room again and again demanding I resolve this or he would charge me another night. I again patiently and politely explained hotels.com had just spoken with him on the phone. He said that was not good enough because it was costing him money. I called back hotels.com and explained that the man at the front desk was being unreasonable and I did not know what to do.
While I was on the phone with them a second time, his rude and aggressive calls to the room kept repeating. It takes forever to speak with anyone on hotels.com customer service and sadly its a call service not in the US so there was a repeat language barrier between the person trying to help me and myself. Finally the phone calls stopped and hotels.com indicated they had spoken with him again.
By this time, we had decided we were NOT staying there even if we paid for a whole night. No one deserves to be talked down to, treated disrespectfully and threatened. The man at the front desk called again. His tone had completely changed and he said that he had heard from hotels.com again and that he was still going to charge us another night. I said I no longer wished to speak on the phone and said I would like to speak in person.
I walked up to the front desk and indicated that I was not going to stay there for the night. His family was standing behind him and were visibly upset by all of this. I was even, calm, and polite with my tone. He said we had no choice and this was the only place in town we would be able to stay in. We said we would take our chances and left.
While I was on the phone, my sister called the Holiday Inn and they just had a cancellation. We grabbed up the booking immediately. It was great, clean, courteous staff, and an excellent night of sleep!
So, back to the room.
Gross. So gross. The horrible pictures here do not emphasize how gross it is.
The few minutes we were in the room, we started catching these wasp like bugs and letting them outside. The room was in terrible condition. Gross soiled mattress, nasty bathroom... I am sorry to anyone that wants to book this place and thinks this won't happen to them. Also, the rooms and entrance to the rooms has minimal security. No deadbolts or door locks.
On the plus side though, I kept checking my credit card via my phone to see if he was going to continue to be a jerk and charge me for another night. Fortunately he did not, but I am still out the $89. :-/ Spend the extra $20 and stay at Holiday Inn.
- Also Known As:
- Royal Inn Kanab Hotel
- Royal Inn Kanab Hotel Kanab
- Royal Inn Kanab Utah
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