My daughter, granddaughter (7weeks old) and I travel from Salt Lake City, Utah - a twelve hour trip for the purpose of my mother's funeral, only to find out that the hotel clerk I spoke to on the phone regarding my reservations did not have our reservations correct and the room we wanted was already occupied. This is just the beginning of a horrible experience. After looking around a bit I should have left right then, but I was trying to give them the benefit of the doubt. The lobby looked as if someone was trying to decide what paint should go on the walls. But the paint patches had been there long enough to be dirty. Everything went downhill from there. I had already loaded our entire luggage on a bellman's cart. The assistant manager, Harold Lusk, still tried to accommodate us by showing me a room. The cart was falling apart, which made it difficult to maneuver up to the second floor. The elevator and hallways on the way to the first room was stifling - no air conditioning in July. I entered the first dark, hot room - knowing that we had to use the refrigerator for baby food (we were paying extra for the refrigerator). I opened it, and it smelled like someone had vomited in it. It was not working properly. Then I notice the linens on the bed did not look clean. The air conditioner was not working properly in this already very hot room. I told the assistant manager we could not stay in this room. He showed me another room that was, in my opinion, no better. By now I was wondering if important things like smoke and fire alarms were in working order. With a brand new baby in my care I declined all of the rooms and returned to the desk to let them know we would not be staying. You would think that would be the end of the story. No. The next day I shared our experience with my husband on the telephone, telling him that we were now staying at a different hotel. He told me that the Heritage Inn had not only charged our checking account, but they had charged us for four nights. I had been assured before leaving there, the night before, that the entire stay had been reversed and there would not be any charge, since we did not stay even one night. After hearing that we had been charged for a four night stay I immediately went back to the Heritage Inn to demand that they refund my account. I was told by a different Asst. Manager - Verela Jennings, that they had not charged me. I told her I have Internet access to my account and I know for a fact that I was charge. She argued with me repeatedly. And I had to stand there and insist on her reversing it NOW! I also told her that I wanted a letter (in case I got home to Salt Lake and it had not been reversed) telling my bank that the charges were in error and needed to be reversed. I let the Assistant manager know that after having received their assurance, the evening before... that there would not be any charges and they went ahead and charged me any way... I was going to the Rocklin Police Department to report the theft. Not only was it a sad time for me but this experience just added salt to my wound.
West Jordan, Utah
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- Also Known As:
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- Heritage Hotel Express Rocklin