Title: Shockingly Unprofessional & Hostile Management -- BEWARE Before Booking
I've been staying at this hotel for the past three years and have never experienced anything like what happened to me this weekend. A third-party error (Expedia) accidentally created duplicate reservations under my name. Expedia confirmed they would cancel the duplicate without penalties and assured me everything would be handled.
But when the General Manager, Nick, called me, he was immediately hostile, talked over me, and showed absolutely zero empathy. From the moment I answered, he made it clear he was irritated , not at Expedia, but at me even though I did not create the mistake.
Nick told me he "had to come in on his day off" to deal with it and lectured me to "think twice before booking through a third party." He refused to let me speak, raised his voice, and was dismissive the entire time. When I told him I would not be paying for two rooms due to Expedia's error, he became even more rude. He ultimately cancelled both reservations and told me I was no longer allowed to book with them because "this cost the hotel a ton of money."
This left me scrambling to find another hotel on my wedding anniversary weekend during a major sold-out wine event when nearly everything was fully booked. After three years of loyalty, getting treated like an inconvenience instead of a valued guest was shocking.
Mistakes happen , but professionalism and basic respect should always be standard. If this is how management handles situations caused by third-party systems, guests deserve to know.
I will never return, and I would caution anyone considering this property to think twice before staying here. Management clearly prioritizes frustration over customer service. read more