I would like to start by saying that I am a mild mannered, understanding person who can tolerate a lot of “bumps” during travel. I have travelled 6 of the 7 continents, lived and worked in Asia on a long term assignment, which cumulatively has allowed me to be fortunate enough to have a broad understanding of what staying in a hotel is like and to know what travelling is about. My wife has similar experience as I do and what we dealt with at the Refresh Inn & Suites lastnight is what I would consider the poorest customer service and business etiquette that I can remember receiving from a hotel, hostel, motel, nomadic tent in the Sahara, room above a brothel, etc.....what may you ask drives this differential? Honesty and basic business skills.....none of which can be claimed by the management of the Refresh Inn & Suites. After I sustained a significant injury we drove in from out of town(3 hrs) to get triaged for surgery, Refresh appeared to fit the bill based on location, reviews, etc.. We booked the hotel over the phone and were quoted a rate with taxes in, which I clarified with the hotel worker Aria 3 times and mentioned that it would be my wife and two children and I would join them maybe later if the surgery was going to happen that night or not. Upon my wife’s arrival they gave her a different price, then she had to argue with them and they finally changed the price even though it was held at the original price with the credit card....they then said that if I was to join them that I would have to pay extra...at this point(11:00PM) with two crying over-tired kids(18 mths & 4 yrs old), she had no option but to take the room. I arrived at 3:00AM from emergency after being there all afternoon and evening to find out that he wouldn’t let me into the room unless I paid $16.65. Throughout this process management had been contacted by their staff to dispute this issue and they would not speak to us and said that they charge by the head so we should be paying more and to consider being lucky to have the lower rate regardless of what the employee quoted on the phone. There was no attempt to honour the original quote and no mention of a “per head” fee on the phone...I personally find it asinine that they charge a per head charge on toddlers.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
This response is the subjective opinion of the management representative and not of TripAdvisor LLC