The hotel itself is beautiful, but unfortunately, my experience was disappointing due to a mistake at the reception. One of my night stays was accidentally canceled, and things went downhill from there.
Initially, I wasn’t planning to leave a review because Susan was incredibly kind, professional, and truly went out of her way to help us. She even waived $177 from our bill to make up for the inconvenience.
However, the charge ended up being re-applied to our account. When we called to resolve the issue, we spoke with Kathryn, and the interaction was extremely frustrating. She showed no interest in hearing our side of the story and told us to call back in two days to speak with another manager. She was dismissive and rude, saying she wouldn’t contact another manager and couldn’t help us because there were “no notes” left about the issue.
It’s unfortunate that such poor customer service overshadowed what could have been a lovely stay.