Rachel
January 4, 2024
The bottom floor room we were given was in the very back corner of the property, and it was blocked by an enclosed stairwell tower. Our door led directly to the outside which made it feel very unsafe. Additionally, because of the stairwell, we could not see our car and that made us equally uneasy.
Once we entered the room, we were overpowered by a horrible stench, and everything looked dingy. The room did not even come close to the photos on the website, so we decided to leave.
When we returned to the office, we told the front desk clerk that we would not be staying. Immediately she asked, "Is it because the room looks different than the photos?" We nodded our heads. She then said, "I totally understand. You are not the only ones to leave. We are in the middle of a remodel and our website is not up-to-date. Contact the company who did the booking, and I will approve a refund. My husband then verified that she had the authority to approve the refund. She responded with, "I am the front desk clerk, they will speak with me, and I will approve it."
We left, found a new place to stay, and then contacted the booking company. Today, we received an email from the company and were told that the motel management is refusing to refund our money.
The entire experience was frustrating but the lack of integrity from the front desk clerk will not soon be forgotten.