Terrible Customer Service and Poor Experience
I am echoing what others have said about the poor service and unprofessionalism at this establishment. My family had a reservation for four days, but due to a flight delay, we called the night before to inform the hotel that we would be arriving late. We were reassured over the phone that this wouldn’t be a problem.
However, when we arrived the next day, we discovered that the hotel had canceled our entire reservation. Despite calling ahead and confirming our late arrival, we were left without a room or anywhere to stay.
The front desk agent, the same person I spoke with the night before, was completely unhelpful and showed no willingness to assist us. When I expressed frustration over the situation and the poor service we were receiving, the manager was contacted. Instead of trying to resolve the issue, the manager escalated the situation further by threatening to call the police simply because I pointed out the lack of assistance from the staff.
Throughout this entire ordeal, neither the front desk agent nor the manager showed any empathy or apologized for the inconvenience. Not once did they acknowledge their mistake or offer any solution for canceling our reservation after assuring us there would be no issue. It was an awful experience to be stranded without accommodations after such poor communication and customer service.
I strongly advise against staying at this hotel. Avoid this place at all costs.
