(We are a family of 4 and had traveled with another family of 4 ) When we first got there it seems that it was going to be a nice place to stay at. We tried to checkin at 2:30pm but were told there was not going to be a room available until 3:00p. That was fine with us since we were aware of the 3:00pm check-in. We went back at 3:30 and when we were checking in they charged both our rooms and my friends room to his credit card. The front desk lady for whatever reason charged both rooms to one credit card, even though the rooms were booked under two different names. I dont know what she was thinking. Here is where it gets worse. When we walk into our room right away we got a smell of smoke and of alcohol. You can tell that someone had been partying there. Even though we had booked a non smoking room. so we notify the front desk and the manager comes and sees the room, and off the bat he tells us that his since of smell isnt the greatest (that didnt help), but he still moved us but had to downgrade us to a smaller room since the same style of room wasnt available. He alos lowered the rate which we had to ask him to go lower since it wasnt right that he was only going to discount us $20, so after 2 hours, yes 2 hours, we finally got our room. We were some mad that we were looking at other hotels so we wouldnt have to stay there the second night, but there was nothing available around the area we wanted to be at. The rooms were "ok" the sheets were rough, the bath towels were like sandpaper, the kitchen towels were stained, and worst part was when we would take a shower, the water would get very hot randomly, and this was dangerous since we had 2 kids.then when we finally checked out a different front desk person made another mistake, they charged my friends credit card the discount rate we were suppose to get, and charged our card his rate. so we had to get that issue resolved. Its not over, 4 hours after we had left, we got a call from the hotel asking us who was going to get charged what amount on the credit cards. My wife was so mad she went off on them and i think they finally go the point. As of today 8/20/12, one day after we checked out, our credit card statment still shows the regualr rate and the discounted rate charged, but they told us to wait a couple more days to have our bank clear the regualr amount and the discounted rate should be the only amount showing. Not only was this experience a waste of our vacation time, but the whole stay at this hotel was not up to standards.
Dont stay here!
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to review your recent stay at our hotel. Given our company's commitment to superior guest satisfaction, I was disheartened to read that your stay wasn't 100% satisfactory. Please understand how truly sorry I am.
Report response as inappropriate
The staff and I strive to provide our guests with friendly service, clean rooms and comfortable surroundings. It seems, based on your feedback, that we were unable to do this for you. As the General Manager I take your remarks very seriously and am going to work with the staff to ensure that these types of situations do not happen again.
I am deeply sorry that you did not have a completely enjoyable stay at our hotel, and I promise that we are focused on total guest satisfaction every day. Please don't hesitate to reach out to me at this hotel or to our guest relations team directly by visiting our website and clicking the Contact Us link at the bottom of the page. I do hope that you will let me demonstrate our redoubled efforts in the future here or at any of our other locations throughout the U.S. and in Canada.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.