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| - I deleted the original post after the general manager contacted us to apologize and offered to make it up to us after this terrible experience. However, communication shut down after numerous attempts to try and book another stay. The review that follows is from our experience in May 2015.
I am very disappointed with how we were treated. One of the worst customer service experiences I have encountered in a long time.
My boyfriend and I decided to do a staycation and were pleased when they had a room available. I have stayed here before several years ago and enjoyed my stay. Also, with it being only 30 minutes from our house we could not wait to get away for the weekend. I called and made a reservation. The woman was very pleasant, confirmed our reservation (even gave me a code which in hindsight is slightly humorous), and finally sent me an email confirming the details (also humorous since that meant nothing upon our arrival).
So we made it there twenty minutes after check in time. We enter the lobby which was very nice only to be greeted by no one. Not a big deal and we wait for someone to check us in. About a minute later, out of a doorway, a woman shouts LAST NAME even before reaching us at the counter. I tell her and she doesn't understand what I said so I say it again. She is frustrated and tells me to spell it. So I do. Not that I expect royal treatment or anything but a hello or welcome would have been nice.
If you haven't picked up on it the front desk rep did not have the best customer service skills. She is flustered and states she does not see the name anywhere. Then says, "Nope, sorry and we are totally booked." My boyfriend chimes in and states that doesn't make any sense our reservation was confirmed. I pull out my phone to show her the email confirmation. She doesn't want to hear it. She then points and says there is another hotel up the road that we can try. No courtesy call to see if they could accommodate us or directions to where she was recommending. I was really upset at this point and just wanted to leave. My boyfriend, however, wanted some sort of accountability. He asks if she does not know how that happened then who would? She responds she doesn't know. Another woman walks out and just shrugs while the one woman just repeated, "Sorry we are booked."
It was obvious they could care less. No one wanted to take responsibility and no one offered a solution other than pointing in the air to a resort that was "up the road." We were so disappointed and could not believe the poor customer service we received.
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