They treated me and my wife like garbage
I have had a few bad hotel experiences in my many travels but this was horrible - the WORST. They lied to me and humiliated me and my wife. When it was over they never apologized and refused to make amends. I booked a corner room here and waited until 5PM whilst the staff continued to tell me lies to divert my attention. I finally had to go as we had family with us and we were all 2 hours late for a BBQ (and they were as fed up as I was hanging out in the hotel). So I confronted the staff to get a straight answer and they fessed up and finally told me they had no idea if my room would ever be available but they could book me in a regular room. This was a points stay so I told them to get me in a room (any room) and refund my points for doing this to me. After all they had a contractual agreement with me to provide the room I booked. If I backed out they keep the points so if they back out I keep the points - WRONG. They left me standing at the counter for 15 minutes (after the already 3 hour wait) returned and told me the accountant put 51K of the 56K points back in my account - seemed almost fair and I was exhausted so I accepted. My wife insisted I ask for a receipt on the points refunded so I asked. The staff member said it was electronic and there was no receipt but promised me the points were being returned right now. This turned out to be a lie. I hope they treat other guests better than this. It was absolutely shameful of them to do this to me and my wife. I understand hotels make errors but they cannot lie to customers and they cannot treat people like this. I hope they undergo new management soon.