This was the 4th year in a row i stayed at braemar. In previous years, I've really enjoyed the experience. The staff was professional, property was clean and well kept, and the price/location were exactly what I was looking for. However, my experience this year was a negative one.
I booked my trip months in advance, paid a security deposit, and got a receipt with the correct check in/check out dates on it and thought no reason to contact Braemar to double check my reservation. Unfortunately, upon arrival, Braemar realized an error in their books and had me as arriving 2 days later than what we discussed and i had reserved/secured with my deposit. No other rooms were available that night and a good deal of panic ensued on Braemar's part as to what to do with me. At this point, i had to step in and attempt to fix the problem myself, suggesting that they find me another hotel to stay in for those first 2 days.
I don't judge businesses based on mistakes, only how they solve or fix them. They did not fix anything...
-I stayed offsite for the first 2 days, and even though i hadn't checked in officially, Braemar still charged me for my week's stay.
-When attempting to refund me for the nights i was not staying, I was charged for an additional night, and was even blamed temporarily for the mix up of dates.
-I was not refunded my security deposit, even though it did not "secure" me anything.
-My other accommodations were more expensive, and after additional gas/food costs (other site did not have full kitchen as braemar did, most of my food spoiled/rotted as i shopped before i came), i was in the hole financially.
-Braemar did not take financial responsibility at all. Was told they would not cover my offsite accommodations, and only after being persistent did they knock off another night. Apparently their system does not have room to fix problems like this, nor do they even have a protocol in place to handle them professionally.
The error that led to all of this was simply someone not reading their hand writing correctly when transferring offsite reservations to the "master board" upon arriving to Truro. Dumb mistake, but they happen, and when they do, fix them! The stress of the situation ruined my vacation and i spent much more money to get much less elsewhere, ruining my budget for the week. Will not be staying here again. read more