My wife called here to request a large suite, and specified that we are a large family comprised of 2 adults and 4 kids, ranging in age from 6 to 12 years. The reservation specialist confirmed our large party, and reserved a suite for us that had a queen-size bed, a two-person sofa bed, and another sofa large enough for a child to sleep on. They also offered to bring us a cot if needed. Our reservation was for one night, Saturday, October 8, 2016.
When we arrived there, the woman at the desk insisted that we pay an extra $20, claiming that our reservation was for only 2 adults and 2 kids. We explained that we did in fact reserve the room for 2 adults and 4 children, but she didn't want to hear it. She wouldn't let us stay there without paying, and given it was late and we arrived to the hotel after a 3-hour drive, we paid the extra amount but complained that we wanted to speak to a manager in the morning.
We got to the room and it was mostly a nice room with ample space. The extra sofa that supposedly was large enough for a child to sleep on was very small though, and our son ended up sleeping on the floor. We also had to go back down to get extra blankets since they didn't provide the in the room.
The next morning, we left at 8am and the manager was still not present. We checked out and the same woman that checked us in late the night before was still there. Ironically she was having a problem with another guest who was furious and asking to speak to a manager. Since the manager wasn't there, the situation started to escalate and we just left without adding to the confusion. We never had our billing problem resolved, and so we ended up eating $20.
There aren't a lot of hotel options near hear, so if you have to stay in there area it's impossible not to at least consider this place. I could never recommend them though, and feel they are a "nickel and dime" kind of place that isn't truthful about their pricing.
We come to this area frequently, roughly once per month, and thought this hotel might be a good alternative option for us. We usually stay at another place, but they don't have suites and the rooms get a bit small for a family our size. The customer service is better at the other hotel though, so I think all things considered we will return to our original hotel. $20 isn't a ton of money, but I felt we were treated unfairly and unprofessionally, and it left a bad taste in our mouths. less