HORRIBLE CUSTOMER SERVICE! When we went to check in, we were told they gave our room to someone else because we hadn't authorized them to charge our credit card. The incredibly rude and self righteous front desk person said she tried to call the phone number on the confirmation three times and wasn't able to get me. I still don't understand this. One, they had the right phone number (my cell phone) on the confirmed reservation (but obviously they didn't give much credence to the confirmation) and I did not have any missed calls or voice mails. Two, my confirmation email from Cadillac Jacks says they will "charge my credit card" on the day of check in. They never said I had to confirm that they can charge my card on the day of check in. Third, no one else in our group had to confirm their reservation and they all had no problem checking in. SO..we had to find another hotel room in town. The front desk person said this was "100% my fault" and the hotel was not to blame at all because they 'tried to call me". (NO THEY DIDN'T). I asked her to tell me when the manager would be in, and she said between 11 and 9 the next day. We went to the hotel the next day and spoke to a lovely person in the morning who took down my information and said she would pass this along to the manager. The manager never called us, so we went by that evening and were told by the same horribly rude front desk person that he was out and she wasn't going to bother him with our problem because, as she said the night before, this was "our fault" and she didn't care (really, she said this). I told her she could learn some customer service from the morning front desk person and she said "she is new, she doesn't know anything". I guess she meant that the pleasant morning front desk person hasn't learned how to be an a$$hole yet. I called the front desk manager and still haven't heard back from him. Meanwhile, we ate at the restaurant that evening and our waitress burst into tears when she served us because she hated her job so much (she said) and everyone's order was wrong. For breakfast the next day (we had to eat there because the group was there), when telling the surly waiter that we had not gotten what we had ordered, he told us that we had NOT ordered the oatmeal, but we had ordered the omelet. SO...if you intend to go to this hotel (and it actually looked ok physically), just plan on horrible customer service and plan on no one caring at all. We ended up staying at the Holiday Inn Express in town and had a much better experience than the rest of our group did. read more