We have been going to this hotel since 2016 and it has just gone down hill!! We had the King bed, studio suite, lake view, hot tub room. First thing we notice was there was no chair for sitting in, as it states it will have. Which means you either sit on the bed to watch TV, which is not very comfortable for someone with back issues, or you take the chair without arms from the desk to sit in. When we asked at the front desk about it they said ”you must have the room that had a chair break”. We asked if they could bring one from another room and they said ”they didn't have any, they had one in the storage shed but the maintenance man needs to put it together”. We ended up bringing in a plastic chair from our patio area. Later, as we're trying to watch a movie, we hear a horrible noice through the wall for several minutes and then it got louder!! We called the front desk and Amanda (I believe was her name) said she'd be down, 20 minutes later she shows up and says ”that's terrible, I don't know what it would be” and then proceeded to say ”what do you want me to do about it?” Really, we're paying good money for this room and we'd like to be able to enjoy it and sleep that night. She said she didn't have any other rooms except the ones upstairs that have wet carpet! She was VERY RUDE and said she'd contact her manager. Well an hour later we don't hear back and the noise is still going on, so we go down to the front desk to see what they were willing to do and again she was very rude and said she notified the manager but hadn't heard back. When we told her that the noise we had in our room was unacceptable, she continued to be extremely rude to us. We told her we wanted to cancel our room for the next night (because we weren't going to stay someplace where we couldn't sleep for 2 nights) and she told us ”you can't do that, it's on the paper you signed”! We told her that we wanted to talk to the manager that night. We never heard from the manager and the next morning when we tried to talk with the manager she wasn't any better. Said she didn't know what we expected her to do. We said we wanted a room we could actually sleep in without a noise so loud we could hear our TV over it and kept us awake. She and the other lady behind the desk goes on to say ”we're booked all summer and never have a complaint.” That is very hard to believe because this noise was extremely loud and one of their own employees witnessed it! They were not willing to cancel & refund our money for the 2nd night and weren't willing to refund any of our money for the first night for the inconvenience. We weren't willing to forfeit our money, for them to just rent the room to someone else and make double the money on it! We were finally able to get them to switch our room for another room, if we would move all our things out by check out time and then come back later. We got a room that didn't have a good view of the bridge but at least it wasn't noisy! We've been to many hotels and ha
Outstanding
98 Reviews