We booked this room directly and spoke to someone at the actual hotel when booking. We were returning from a long camping trip and booked 2 rooms this hotel (which cost double than the competitor) because of the pool/spa and hot breakfast. There was no mention when we booked that none of these amenities would be available. I get it, COVID.
So when we arrived and found out everything was closed and we would be getting a frozen burrito in a bag for breakfast we decided to keep driving the 6 hours home. Unfortunately, Mandy at the front desk was having an off day. She was very unprofessional and refused to call someone who could cancel our room for us. I get it, there is a 24 hour cancellation policy. But, you've got to hold up your end of the deal. If you don't offer any amenities offered on your website and are not open about it when talking to customers, there is responsibility on your part.
After begging Mandy to call someone, she said her manager was on vacation and would not respond until the morning. Well Mandy, we won't be getting home until midnight right now, we need to get on the road and need to know we are not out $350. She finally called someone and said we needed to talk to the manager in the morning. It was frustrating to say the least. So we were trapped into staying or losing $350. It was a horrible end to our amazing Oregon vacation.
The breakfast was trash, we threw them in the garbage on the way out. C'mon guys, just because it is COVID does not mean you can't serve a decent breakfast.
I get COVID, and I get the cancellation policy, but what I don't get is the rude and unprofessional manor this situation was handled by Mandy. We did not even bother to talk to the manager in the morning because we were so frustrated. We will not be staying here again and would not recommend it. less