2 months ago
We stayed for three nights, and this was our first time traveling with our dog. The hotel made the process very easy, which we really appreciated. The room was nice overall. I'm not sure the A/C was working properly, but the weather was pleasant enough that it wasn't a big issue. One thing that did make me laugh was the sign on the ice machine that read, "Do not use ice machine to fill up ice buckets." Isn't that what it's for? Check-in was quick and easy, and the two front desk attendants were both very friendly. I let them know I had my dog with me, and because I had paid for part of the stay with points, my reservation email indicated I would owe a little over $200 plus the pet fee. After reviewing my reservation, they told me I only owed $23. They mentioned they were using a brand-new system, so I assumed either my points had covered more than expected or there had been an error that would be corrected later. I figured if there was a mistake, someone would call me before charging my card. Instead, on the morning of checkout, I received a phone call at 7:20 a.m. telling me there was an issue with my card and that I needed to stop by the front desk before leaving. It turned out they had attempted to run my card for the remaining balance without notifying me first that the initial amount charged had been incorrect. I keep my cards locked while traveling, so naturally the transaction was declined. When I went to the front desk with my card, I explained that I had expected an additional charge but thought someone would contact me before attempting it. I was told the system processes charges automatically, although that explanation changed later in the conversation. I asked about the original $23 charge. A woman who appeared to be a manager (blonde, mid-40s, wearing a hat, Thursday 7/23 around 9:00 a.m.) initially told me it was the pet fee. I pointed out that the pet fee was $20 per night, totaling $60, so that didn't make sense. She then changed her explanation and said it was a pre-authorization. In my experience, hotels either charge me before arrival or collect payment at check-in, so the explanation still felt confusing. I mentioned that the employee who had checked me in was very kind and had said they were still learning a new system. That's when the conversation became uncomfortable. After I mentioned the employee by name, the manager said, "She's our newest staff member. She doesn't know anything." I tried to soften the comment by saying, "So she's still learning the new system?" The manager replied, "No, she doesn't know anything at all." I found those comments incredibly inappropriate. Speaking so negatively about an employee in front of other staff and guests wasn't professional, especially when the employee had been nothing but kind to me. While another staff member finished processing my payment, the manager continued discussing how my reservation would be used as a training example for the staff and the new system. It didn't feel like a conversation that needed to happen in front of a guest. There was also confusion about the final total. As I was adding up the charges out loud, I estimated the total would be around $290. The manager insisted I was wrong and said the total was simply the $270 they were about to charge. I reminded her that I had already paid $23 at check-in. She told me I was mistaken. Rather than continue arguing, I simply said, "Okay." A moment later, another employee confirmed that I was correct. Overall, the experience left me disappointed. The front desk staff who checked us in were friendly and welcoming, but the checkout experience overshadowed that. I was also surprised by how little value I received from redeeming points. Even though my reservation indicated they covered one night, I still ended up paying roughly $150 per night for the remaining two nights. Next time, I'll probably book through Expedia instead of worrying about earning or redeeming points.
