4 hours ago on Google Honestly if I could give this hotel zero stars for service I would. First time in my 50 years that I’ve ever left a bad review like this!! Called a few weeks in advance of booking to see about having a pool party for my sons 12th bday here. Wasn’t even sure if they could accommodate that or if the price would be affordable. After being placed on hold for 20 minutes operator came back and said YES we could have 12-15 boys swim for a few hours at the pool as long as we booked a room as registered guests they could swim. No kids from the party would spend the night. Just me and my family of 3. The only thing I was told was I couldn’t bring any outside food in. I would need to order food from their on-site restaurant. No problem totally ok with that!! Then arrive for check in and the “manager” TANGELLA tells my husband NO it’s too many kids but they can stay and swim for a few hours if we reserve 2 more rooms at $150+ each. She asks who we spoke to which for our reservation which I did not bring with me and says NO ONE here would have said that. Basically calling me a liar. Then says I’ll cancel your room since you don’t want to pay for 2 more rooms. No, I’m so sorry that’s typically not our policy….Or let’s see what we can do (maybe a discount on another room that will be empty for the night)!! Horrible customer service!!! Had 12 boys standing there so disappointed they couldn’t swim. Yep, I asked all these parents to drop off their kids at a hotel for a few hours to use their pool and didn’t bother to call and confirm the policy first!!! Thought I’d just wing it!!! Come on!!!!! With a “manager” like this it’s EASY to see why this hotel has only a ***3 STAR REVIEW***. And not even sure if she’s a manager because when you call CORPORATE to complain they call the manager at the hotel you are complaining about to see if they can “work something out” and corporate told me they spoke to the manager a MAN named “Terry” and was told they didn’t want to work anything out or make any accommodations for us and the kids. What kind of customer service is that??? And what happened to the “manager” TANGELLA?? I mean we are all standing in this hotel lobby when making these calls!!! Now Terry is taking corporate calls as the “manager”!!! You can see how “hardworking” the manager Tangella is from my pic of her busy on her personal cell phone right at the front desk in front of guests checking in. This is how she handles a lobby full of disappointed children. I guess keeping tabs on her cell phone was more important. For $150 a night trust me go to a MARRIOTT instead. This hotel should be ashamed of themselves.
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