Where to begin. First, I made my booking through a third-party vendor, to save some money. Being a third-party, I was told up front that my booking was non-refundable. Fair enough, I had no plans on canceling my reservation.
My flight was actually into Richmond, at which point I got a rental car and drove down to the hotel. My flight had been delayed due to weather, so I ended up arriving at the hotel at about 1 in the morning. Bleary-eyed and exhausted, I pulled up to the hotel only to find that, lo and behold, the office was closed! Apparently they shut their doors at 10 PM. No indication was given ahead of time that their doors shut early; who knows what they do if someone has an issue arise in the middle of the night - good luck dealing with your issues, see you in the morning!
I walked around the hotel, trying to see if perhaps there was someone just making rounds - no such luck. I got back to the front door and saw a phone number posted there, specifying that those who arrive after 10 PM should give a call. Being the dutiful traveler, I called the number. The phone rang and rang, but I never got an answer. My ultimate solution? Drive around at 1:30 in the morning trying to find a hotel in sleepy Williamsburg.
The next day, I stopped by the hotel to complain and request a refund. The girl working the front desk simply told me that since I made my reservation through a third-party vendor, my refund would have to come from them. I called the third-party vendor and explained the situation, asking for a refund. They said they would take a look at it and get back to me with a resolution.
The day after that, I got their resolution - since I didn't show up, and allegedly didn't call the number on the door (per the hotel manager), I couldn't get a refund. So I called the third-party vendor again, explaining that I did call their number, but that I never got an answer. The third-party vendor simply said that the manager would not authorize a refund, and I would have to take it up with her.
So I called the manager. The manager simply kept repeating that she never got a call, and that it wasn't up to her to give a refund - refunds came from the third-party vendor.
Another call to the third-party vendor, who, after keeping me on hold and talking to the manager directly, told me that she would not authorize a refund, since I was a "no-show" and that "she never received a call."
So what was the ultimate resolution? No refund. Apparently, it's completely legal to accept a reservation, take someone's money, give them zero heads up that they close their front office, not answer their phone, not actually give them a hotel room, and not give them back their money.
STAY AWAY!! THE CUSTOMER SERVICE IS HORRIBLE AND THE MANAGEMENT COMPLETELY UNWILLING TO WORK WITH YOU TO FIX YOUR SITUATION, INSTEAD OF BENDING OVER BACKWARD TO ACCOMODATE YOU!!!
- Official Description (provided by the hotel):
- The Williamsburg Outlet Mall Inn is conveniently located across the street from the Williamsburg Pottery and adjacent to the Williamsburg Outlet Mall. Clean accommodations are friendly staff await your arrival. Stay connected with complimentary high speed internet and stay refreshed with the onsite pool. Free parking and plenty of room for buses! ... more less
- Reservation Options:
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- Also Known As:
- Williamsburg Outlet Mall Hotel Williamsburg
- Williamsburg Ramada