We booked this hotel for a weekend stay, consciously booking a room with 2 beds (and paying a difference in rate for this). Upon checkin, we went to our room and were placed in a room with one bed. It was not mentioned at check in our room type was switched. We called down to inquire about what happened and before finishing our sentence the staff cut us off to say they don’t know what to tell us, we can try again tomorrow if we want. There was no sympathy or attempt for resolution from anyone we spoke to. Caitlin was particularly rude on several encounters. Upon checking out, the interaction was short and curt and after I attempted to confirm my email for receipt, I still have not received one from my stay. We overheard several guests discussing the attitude of the desk on our way out.
We did go down the next day and have our room switched, which was appreciated.
On our final day, housekeeping knocked on our door twice at 8:30am (checkout is at noon) and then again at 10:15am. This just added on to our frustration.
Overall, our stay would have been fine, even given the incorrect room type, had the staff shown any sympathy and attempted any sort of resolution. At the minimum, I would think you would offer the difference in rate back if you’re not able to accommodate the original booking. The hotel conditions were perfectly fine, rooms were clean and public areas were nice, but the staff lacks friendliness making it an overall unpleasant stay.
