Stay away!
Total scam.
Reserved ahead of time and got charged and got reservation confirmation through Expedia. Day of our stay, we get a message saying that they want us to e-sign a "guest agreement". Thought it was some Covid-related nonsense. Tried to open it via smartphone, their agreement doesn't work via mobile and needs a computer. Had to unpack the laptop to find that "the agreement" was just a bait and switch - they add some "additional fees" that makes the total amount go up by 32%!
Called them up and got a lady named Penny, who was super aggressive and rude from the git-go. She accused us of "not researching the reservation" because on their website they had fine print about the additional fees. She told us that they would not allow us on the property unless we signed the agreement and agreed to the additional fees. I asked to speak to a supervisor and she said that there wasn't anyone. She offered to transfer me to Expedia to resolve the problem and then sent me to the wrong number. When I called back, she became irate and said that my requests for them to honor their advertised rate (same rate they advertise on multiple hotel sites) was "abusive". When I asked again to speak to someone else, she transferred me to a voicemail that literally said "we may need a few days to get back to you." About 15 minutes after I left a voicemail there, she called us back saying that she's revoked our reservation and that we should expect a refund within 7-10 days.
The way she spoke and the entirety of the conversation leads me to believe that this is not a case of a bad representative - the bait and switch is company policy. Further inquiry and additional calls got to me a man named John who launched into a tirade about how they are private business and had the rights to change their rates or not host anyone any time they wanted - he at no point let me speak or hear anything I had to say. He unloaded and hung up the phone.
As it stood, we were on a motorcycle road trip, in a rain storm, coming over a mountain pass and at ~4pm facing the fact that we were 3 hours away from our destination, with no place to stay, needed to find a place with reception to unpack laptops, to find another accommodation on short notice. The time it took, forced is to ride in the dark. The temperatures dropped 20 degrees at sundown. We were frozen, blind by the rain and nearly hit a heard of deer.
I cannot think of a worse case of customer service experience in my lifetime! Ownership is welcome to discuss the matter with me. read more
