My family and I reserved a room for 1 night through Hotels.com. we arrived at 11:30am on a Thursday. The parking lot had 4 cars in it. We asked if we could check in early and was told there wasn't a clean room in the building. Must have been a SUPER BUSY Wednesday night. The woman at the desk told us it would be between 1 and 2 before we could check in, to come back and check then. I asked if we could hang out at the pool. She sighed and hesitated and then said "I guess." So at 1:15 I went back to ask and she told me the maids had just got back from lunch???? And she would go check the rooms in 10 minutes and come get us at the pool. At 2:10 my husband called. She asked his name. He asked her why it mattered, was there a clean room or not. She said it would be another 30 minutes. He then walked to the desk. He told her he felt like he was being given the run around because we didn't book with them. She of course said that wasn't the case but miraculously a clean room appeared. Then after we were finally checked in she gave us a receipt saying my card was charged for $54.15. I already paid Hotels.com $75. I still haven't gotten to the bottom of that.....I have to rebuild my energy for that battle.
I understand check in is at 3. However if we were not going to be able to check in until 3 she should have said that from the beginning. Not send me to the pool to wait an hour or so with my kids. You can only swim so long!
It also seems like this is an issue after reading other reviews on here. It also seems like Mr. Rick Whitener needs to work on his staff's customer service skills.
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