Nightmare experience

I had a variety of serious concerns with this hotel, including safety. I will start by saying that I have stayed here many times over the years but I will never stay here again. My ID was not checked when I checked in. I put my first load of belongings in the room with dog #1 and when I returned with a second load/dog # 2, the green light on the door lock came on but the door wouldn't budge. I summoned the clerk who summoned the owner. Various cards were tried but nothing worked.

At that point, the clerk whispered something in the owner's ear. They began blaming me for the door not opening - my dog locked it from the inside (she is 10 pounds) or I had a second person in the room (creepy after not checking my ID), they said. I wasn't sure they would do anything and my dog and my ID were in the room. I told them it was a door mechanism and I had done nothing, but they persisted in blaming me.

I asked what they did in this type of situation - no answer. I asked if I should call the fire department or the police. After they tried a couple more cards, they told me to call the "F-word police." When the police arrived, the officer walked through possible solutions with the owner. From that conversation, I learned that there is no maintenance person, no tools on site, and that the outer window was also broken. Communication/comprehension were also issues. The officer suggested a locksmith. The owner said there weren't any available - the officer provided the owner the name of the local locksmith.

The owner agreed to the locksmith and I verified with the officer present that the hotel would pay. The owner asked me to look up the number and place the call. He explained that the front desk had no phone to make outgoing calls - so he borrowed my cell phone. With the police officer still there, I sat down in the lobby to wait for the locksmith and text family/friends about what was happening. The owner began walking towards me and was trying to look at my phone. He became upset with me because he thought I was leaving bad reviews online. I felt uncomfortable and was glad the officer was still there. The locksmith unlocked the door and determined it was a dead battery in the locking mechanism. The owner did pay and did find a different room for me but the clerk was rude to me the next day.

The other issue was before check-in. I went to extend my original reservation due to a storm - I was still in another state. I called and was told I could not extend without coming to the office. I tried to book the same room online with a note that I was extending. A couple of hours later, I got a notification that my original room was canceled. I called BringFido and customer service was very helpful; they ended up canceling the second room and rebooking a different room so I would not have to move. They put in for a refund for my original reservation since I didn't cancel it, but attempted to extend it. The hotel declined to refund the reservation that they had accidently canceled.

This place needs a course in Customer Service 101 and a set of tools. Maybe a phone and a list of emergency contacts for the safety of the guests. They don't even seem to understand how their doors work. This could have been a very unsafe situation. Again, I have stayed here many times but the place has deteriorated so much that I will never stay here again.

I want to thank BringFido for working diligently to correct the reservation error and get the mistaken cancelation refunded. This is in no way their fault and I will continue to book through them - they are great.

May. 12, 2024