Beware
Robert Rosan claims that a duty manager did not observe the conditions that my family complained about during our 3 minute stay at this hotel. The funny thing is that the front desk staff led us to believe that the only reason they could not refund our money on the spot was that we made the reservations through Hotels.com. When we immediately called Hotels.com while still physically in the hotel, they put us on hold while they called the manager and were told that no manager was on duty that night, which explains why the manager did not smell the smoke or see the bugs that were in the room. So someone is lying, either the staff or the owner. Furthermore, Hotels.com tried to contact a manager for several days afterward and could not reach one. My guess is that when Hotels.com contacts them they purposely avoid the call as long as possible. They claim the hotel was booked even though we were able to book this room only 2 hours before arriving. The owner had no compassion and expected us to expose our 8 year old son to a room that reeked of smoked and continues to refuse to refund our money even though we were there for no more than 5 minutes before having to drive 3 hours home. I can totally understand the purpose of no refund policies for people who book a trip and never show up at the hotel. However, when the conditions of the room make it uninhabitable, the owner should have a touch of compassion for a family and refund their money. This establishment is obviously about making money despite the poor conditions of the their room. And in addition to the hundreds of good review the owner refers too, there are also hundreds of poor reviews. This owner shows a lack of integrity - if he truly took pride in his hotel, he would refund our money and not make continue to make excuses.