8/10 Good
Laureen
Travelled with group
5 Apr 2025
Liked: Cleanliness, property conditions & facilities, room comfort
Don't judge based on the check-in!
This should be a 5-star rating; everything about this stay was fantastic after the check-in. The staff in the casino and housekeeping were top-notch! The room was cozy, and the bed was comfortable. We loved the images of the local spots in the room.
Now, for the downfall. When checking in, one couple had an easy check-in, but no reservation could be found for the other. Although both were booked by the same person together, they were not listed under that person, and we were not told by hotels.com that it would be listed under a different name. Nor did the person behind the desk know this. When we looked up the emailed reservation, there was no phone number to call to connect with hotels.com. The person went to speak to a manager about the situation, and we were asked to pay for another night and then take the issue up with hotels.com on our own. We felt that the person at the desk and the manager came out to speak to us with a negative tone, abrasive, and not at all considering the situation we were dealing with five hours from home. Then, adding insult to injury, they told us that they would have to "find" us a room because there were no rooms available at that time. The parking lot was empty, and the casino had maybe 50 people inside. The hotel was not booked. I am not sure what the situation is with these two people; some additional training is needed for how companies like hotels.com function in their system, as well as some customer service training.
Laureen
Stayed 1 night in Apr 2025