Overall, the hotel itself was clean, comfortable, and my stay was pleasant. Unfortunately, my experience with the front desk completely changed my opinion.
I asked about getting a late check-out because I needed a little extra time. I was told they could only extend my stay by one hour. I then asked whether I could pay for a few additional hours or a half-day, and I was told that wasn’t an option. Based on that information, I booked an additional night through a third-party booking site.
When I checked out, a different front desk employee explained that I should never have had to book another night. As an IHG member, one of my membership benefits includes a later check-out when available. They also told me I should request a refund for the unnecessary reservation because the previous employee had failed to explain my membership benefits or provide accurate information.
I followed their advice and requested a refund through the booking platform. The platform contacted the hotel, but the hotel denied the refund. As a result, I ended up paying for an extra night that I didn’t need and didn’t use—all because of incorrect information provided by the hotel’s staff.
The most disappointing part wasn’t the mistake itself; mistakes happen. It was the inconsistent information between employees and the hotel’s refusal to take responsibility after acknowledging that I had been misinformed. Staff should be properly trained so guests receive accurate, consistent information regardless of who is working. I expected much better customer service and professionalism, especially as a loyal IHG member.
The hotel itself was fine, but this experience left a very negative impression, and I hope management addresses the lack of communication and customer care.
