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  • I would have otherwise had a lovely stay, but their management and checkout process turned in a horrible nightmare. Their system accidentally charged me a different amount, then refunded me. However, the person checking out saw the refund, and instead of trusting their computer system insisted that I had been undercharged and insisted on charging me again. I was tired, packed bags, and waiting to get to the Airport. Despite the fact that seemed wrong, he kept assuring me he did the math and it worked out right. Well, I get home, and see that I had been overcharged by exactly that amount, and I was definitely due that refund. I called one manager, they directed me to their accountant. I didn't hear back. Days later, I called again, this time another manager kept talking down to me and wouldn't answer my simple questions. Kept redirecting saying I did the math wrong and wasn't charged, because the first charge wasn't on the bill, just the original refund the computer automatically gave me. I told him I have the credit card statements to show he was wrong, and he told me I should bring it up with the credit card company. Extremely rude and dismissive, just like the first employee who manually overcharged me. Finally, I called their accountant directly, who finally agreed yeah I had been overcharged by an extra night and gave me my refund. Hours on the phone and fighting just to get a refund, being talked down to like I am stupid and can't do math because their system messed up, and on top of it all... I asked maybe 2 or 3 times to at least 2 different people to make sure through this process my rewards number was attached. They said yes, and I just confirmed it had not been. By far, the worst hotel staff experience I have ever had. I would never stay in this hotel again.
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