I was called after my stay because the front desk clerk told me that my card wasn't working. I told her that I paid for my stay online and that my card was already charged they day after I booked. She then asked me to call the booking site (booking.com) to see what the problem could be. When I talked to the agent from booking.com, she told me that the hotel should know how their process works. So, she called the hotel for me and said that everything was handled. Right after hanging up with booking.com, I received another call from the hotel's manager, apologizing for the misunderstanding. At that point, I thought everything was good. That was until I realized a few days later that the hotel charged my card again for the entire stay anyway. When I called the hotel to see what the problem was, they put me on hold for 15 minutes! Probably hoping that I would just hang up. When they finally got back to me, Brittany W. (who told me that she's the general manager), was the person that I spoke with. Let me just say, when I stayed at this hotel, everyone was so kind and I left raving about the customer service. Brittany is no reflection of the rest of the staff. When I told her that I was charged twice for my stay, She looking up my name in the system and said that the transaction was no longer in their system and suggested that I call my bank to dispute the charge, and then basically told me that there's nothing else that she could do. When you inconvenience a customer in the way that I was, you could at least try to figure something out. I was so disappointed in how she handled the problem that was a mistake on their end. Unfortunately in this case, one bad apple spoiled the bunch. Brittany W. should be retrained in customer service via telephone.

Breakfast was good for what it was - COVID friendly. Prime location - close to the Silo district and right of the interstate.

Room was nice.

Our check in time was 3 and when we got there at 830 our room among others werent even ready. We had to wait 45 min. They also tried to double charge us and I had to show them that it had already bern taken out of my acct.

Room was very spacious

Pool was closed

Location

Pool was not open and was very small in size