Do not trust this hotel or stay here!
I booked it in February for our stay in June for two nights, since the family event was going to be on Sunday, and we booked it for a sat and Sunday night. The week before our stay, we discussed whether we should stay two nights or one, and still hadn't decided by Thursday, so we called the hotel to see what the cancellation policy was. They said 24 hrs before our stay. I called back and said we would like to cancel the second night because we aren't sure, and it's easier to rebook a night if we decide to stay the second night. The hotel person then said, oh, well we have implemented a 2 night minimum but if you check in, and decide to only stay one night, then you can check out early and we can't charge you for not staying the night. I repeated what she said, asking, "So we should check in Saturday, and if we don't want to stay Sunday night just check out early Sunday morning and we won't be charged?" She said, "yes. We can't charge you for checking out early and not staying." I said ok, sounds good. We arrived at the hotel, checked in. It was pretty clean, the staff friendly. We had seen on the website the pool was closed, but my husband asked and they said it was open. So we decided to go to the pool. It was freezing cold and the hot tub had low water levels. We talked to the front desk again, and they told us all about the issues they'd been having, that it wasn't filtering properly, that the health department had actually shut them down, and also that the people who were supposed to fix it couldn't fix it until July, which is why the dates were posted online. They also said tons of people were canceling due to not having pool access so they called another hotel to jerry rig the pump to get it to work, but it really wasn't going to be fixed until July. That was a red flag to us, because you can get sick if a pool is not properly managed or filtered. We slept the one night, the room was decent, tv worked, there was a fridge but it couldn't be adjusted and wasn't cold enough so thankfully we brought a cooler and utilized the ice machine down the hall. The bed was quite hard and I woke up with back pain in the middle of the night and couldn't sleep. When we talked the next morning, my husband said, "let's just go home. It's worth driving home late so we can sleep in our bed because this bed is so uncomfortable, plus the pool issues creep me out." I agreed, so we packed up, went to the desk about 7:15 am and turned in the keys to check out. The guy there then told us he couldn't change our reservation, that he would have to get approval from his manager. I explained the situation, that we had been told two days before we even checked in when it was still cancellable that we could check out early and they couldn't charge us for the second night. He said he wasn't sure why someone would tell us that because the 2 night minimum had been in place for weeks (not months) and everyone should have been aware of the situation. But he did say we would not have known about the 2 night minimum when we booked and that normally they do allow you to check out early and cancel, just not this weekend for some reason. He called the manager, and said she would call us first thing Monday morning when she came in, and see if corporate would approve our cancellation. He wrote out number down, said he would write notes about us checking out early and turning in our keys, and would make sure his manager called us in the morning. Monday came around and it was nearly 4pm. I still had not heard from the manager. I called the hotel again and he confirmed my number and said his manager was on site but not in her office and he would make sure she did her job. Still no call so I called corporate. Had to wait on line for 40 min to talk to someone. They listened to our experience, said he apologized for this experience and that it would never happen again, and said he would refund me the 2nd night. He said the management would also be notified. The next day I got an email from the hotel saying they would only refund half the second night. I messaged customer service and the chat person never responded other than asking for my confirmation number. I then got an email from guest services saying they were sorry they couldn't give additional compensation and I had to contact the hotel directly. Unfortunately the manager doesn't call back. Basically I got scammed into checking in because they were losing money from people cancelling. Maybe the person who told me I could check out early was sincere bc normally they do let you do that per the other guy, but if it was managed properly everyone would have been on the same page and they should have fixed the issue. Do not go to this hotel as you can't trust them and if they aren't fixing their pool and got shut down by the health dpt. then other corners may be getting cut. Plus, it's really expensive! read more