I booked my stay through Hotels.com and called the hotel around 7 PM an hour before my arrival at 8 PM to confirm some details. I spoke directly with the front desk woman (who I later found out was the manager, Ryanne). I asked about the pool and Jacuzzi, and she told me they were open. That was a key reason I booked this hotel, it was meant to be a peaceful break for me and my children during a really overwhelming time.
When I got there, Ryanne suddenly said the pool and Jacuzzi weren’t working. I reminded her we had just spoken, and at first she acknowledged it but then changed her story and claimed she had transferred me to reservations and I must’ve spoken with someone else.
That’s not true. She did transfer me, but I hung up right after because I believed I already had the answers I needed. I never spoke to anyone else. She was the one who told me the amenities were available.
When I told her how overwhelmed I was and that my kids were crying in the car, she kept insisting I cancel the reservation. I made it clear I didn’t want to cancel, but she continued pushing me toward that option. When I got emotional and started crying, she told me to stop cursing, as if I was the problem, not the person needing help.
It was humiliating and emotionally exhausting. There was no empathy, no accountability, just defensiveness and coldness. I would not recommend this location to anyone.
