10/10 Excellent
Tiffany
30 Dec 2024
Liked: Cleanliness, property conditions & facilities, room comfort
A little flexibility would be nice.
My stay was fine overall, but I had an unfortunate experience upon arrival. I checked in on Friday afternoon around 3:00 p.m., and the check-in process was smooth and hassle-free. However, I ran into an unexpected issue shortly after. I had to pick up a relative from BWI Airport, but at the last minute, her flight was rerouted to Richmond. Without knowing this, I drove to Baltimore, only to realize I needed to drive to Richmond instead. After hours of driving, I didn’t return to the hotel until 6:00 a.m. the following morning.
At that point, I asked the front desk if it was possible to adjust my reservation and waive one of the three nights, given that I hadn’t even entered or used my room. Unfortunately, the manager informed me that there was nothing they could do, citing their policy that charges are non-refundable once a credit card is used to check in. While I understand policies are in place, I was disappointed by the lack of flexibility or effort to find a solution. The response felt dismissive, leaving me feeling like my concerns weren’t valued.
I appreciate the otherwise smooth check-in process, but I do hope the management considers being more accommodating in unique situations like this.
Noteworthy I had one additional room for two nights and actually came back to stay a fourth night.
Tiffany
Stayed 2 nights in Dec 2024