We are ones of the evacuees from Tampa due to Hurricane Milton, we drove from 3pm-arrived at 4:30AM NEXT DAY, it was a long and exhausting /stressful drive with kids and pets. Upon check in, a female manager attended to us(SHE REFUSED TO DISCLOSE HER NAME when I asked she said” YOU DONT NEED TO KNOW MY NAME!!!) she was RUDE and no personality at all. Before I booked, I askes if they would accommodate pets, KIETH ( day shift) was amazing and empathetic, HE ASKED his GM if they would and HE confirmed that they will and also with no charge at this time due to the circumstances. BUT UPON check in, THIS CUSTOMER SERVICE MANAGER WAS CHARGING ME EXTRA $150.00/dog at which it would be an unexpected budget for us. So I explained to her that per kieth, THERE’S no charge. SHE WAS ADAMANT AND TOLD ME in her own words with no apologies, “WELL IF YOU DON’T WANT TO PAY THEN YOU CAN GO SOMEWHERE ELSE!!!!” THIS IS AFTER THEY ALREADY CHARGED MY CARD FOR THE ENTIRE 3 NIGHTS @530.00 plus $150.00 DEPOSIT. Dog fees was about to be charged on my incidentals. SHE HAD NO EMPATHY THAT WE ARE GOING THROUGH TOUGH SITUATION, DROVE 13-14 hours on the road with no SLEEP AND WITH YOUNG KIDS AT THAT AND MY SICK BROTHER WHO’S ALSO UNDER dialysis treatment, SHE HAD THE audacity TO TELL US TO GO SOMEWHERE ELSE INSTEAD?!!!! I had a panic attack after our conversation AND WAS IN TEARS!! The next day, KIETH WAS ON DUTY AND straightened the whole mess. So we are extremely pleased with him
