I want to share a deeply disappointing experience at this hotel, centered around a front desk staff member named Britney. While traveling from California, I called the hotel in advance to inform them we’d be checking in late—around 4:00 AM. Instead of helping, Britney flatly denied our request and insisted we would not be allowed to check in at that time, despite having a confirmed reservation. To make matters worse, she even left a note for the next shift reinforcing that instruction.
We arrived at 4:30 AM with five family members, including my elderly parents, after a long drive—only to be left waiting in the lobby for over 30 minutes. The night receptionist seemed apologetic but said she was unable to override the instructions left by Britney. After repeated requests, she kindly escalated the issue to her manager’s supervisor, who immediately approved our check-in.
Even Expedia, whom we contacted during the ordeal, acknowledged the unprofessional behavior on record. In today’s competitive hospitality landscape, such treatment is not just unacceptable—it’s damaging to the reputation of any brand. Britney’s behavior showed a complete lack of empathy, professionalism, and respect for guests.
Because of this experience, I’ve decided never to stay at a Shilo property again and will strongly discourage others from booking with them.