Nice but customer service was an issue

This hotel is quite nice and have stayed here before but without our dog. Our room was not ready when we arrived at 3 and had to wait close to an hour for it to be ready. Manager stated something about someone leaving unexpectedly and that put them behind. Not sure how that would affect my room not being done? What room would they have given us if that guest hadn’t left unexpectedly? Anyway, the room itself was clean and comfortable. Glad there were 3 pillows per person for I needed that extra pillow due to the ‘squishiness’ them. Just not enough support for me.

If we would have had our dog with us, plans got changed the week before arrival, the room would be perfect for accessing the outside! There was a door in our room that exited directly outside.
We didn’t eat their breakfast, due to our personal food allergies, but the options were pretty good. Better than at some of the bigger hotel chains! They did offer GF cereal and a non-dairy milk option but those just aren’t our personal choices.

Now to the issues...we had to change our reservation due to an issue with our puppy. I contacted the hotel to do that and was told I had to contact BringFido. No worries. BringFido did a great job in helping me update our reservation. I was then told that the hotel will have to credit back what I had previously paid seeing as we dropped a day on each end of our stay and weren’t bringing our 6 month old puppy. No problem. I called the hotel to make sure all the changes were done correctly, which they hadn’t been, but was then updated after my phone call. I checked with my credit card company to see if I had received my reimbursement and had not. Called them back asking for my invoice. Sent me only the ‘fees’ invoice, which had the correct days, but nothing else. Called back and asked for the original invoice along with the changes and reimbursement due but the staff lady was unable to help me. Sent me to the manager for which I left a voicemail. I am still waiting for a call back and any type of notification for my reimbursement. I am not sure why this should be so hard but it appears it is. Very frustrated with the hotel’s customer service. Hotel itself was great!

Jul. 07, 2021