The hotel was above par regarding accommodations and cleanliness; however the service was awful. We booked and paid up front for a two queen suite through a third party. Once we arrived they tried to say that we didn't pay for a suite. When we showed them our confirmation showing that we paid for a suite they told us we would have to pay a $25 per night upgrade fee. After spending about two hours in the lobby going back and forth with the manager and the company that book us, the Third party paid the upgrade fee. The hotel took no responsibility at all. The manager said that this has been an ongoing problem with the booking agency.. My question to the hotel is this. If you know there is a problem with the booking agency why are they still booking with them and not making these corrections. It's all about the dollar for the hotel and zero service. As for the booking agency... I will use them again. Not only did they take care of the upgrade fee they gave us a $100.00 credit which we have already applied towards a future trip. That's customer service which is what customers desire when spending money. The ending of my story is.... I will use the booking engine again but won't stay at this hotel again EVER! Lost customer for life!
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