My experience was far from pleasant due to the behavior of the general manager. From the moment I arrived, I faced issues with billing. I had booked my stay using my Key Cash rewards and had the receipt to prove it, but upon check-in, I was told that my room wasn't paid for. I was directed to email my receipt to the GM, and my check-in was finally processed.
However, the next morning, I received an alarming call from the GM. She accused me of not paying for my room and threatened to call the police if I didn’t resolve the issue immediately. This confrontation was not only shocking but completely unnecessary. It was clear that she lacked basic problem-solving skills and conflict resolution abilities. I was understandably upset by the early morning call and the accusation, which felt completely unjustified.
After spending a significant amount of time on the phone with Hotels.com, the issue was eventually resolved. But later that day, I received a call stating that I had been "blacklisted" from the property for "bad behavior," despite the fact that I had a two-week stay booked for the following week. This was incredibly frustrating and left me feeling unwelcome.
It’s evident that the general manager lacks the necessary people skills and training to effectively manage her staff and handle guest issues. I believe the owner needs to be made aware of how poorly the property is being run and the negative impact this has on customer experience. I cannot recommend this hotel!