"This was an unacceptable check-in experience, especially for what they charge per night. O
After a six-hour drive, we arrived around 7–8 PM to find the front desk closed, the property dark, and no staff available. There were no clear after-hours check-in instructions provided in advance—our Expedia confirmation only listed a 4 PM check-in time, with nothing about what to do if arriving later.
We called both the main number and the after-hours line multiple times and received no response. It was cold, raining, and the property is in a remote mountain area with very limited nearby options. Exhausted and unsure what to do, we did not feel comfortable waiting in a dark, empty parking lot with no way to access the room, so we had to find alternative lodging for the night.
The next day, we were told the key had been left in an envelope and that there was a note on the door. That may be their process, but it was not clearly communicated, not visible in the moment, and not a reasonable expectation after a long day of travel in poor conditions. For a property at this price point, check-in should be straightforward, well-lit, and clearly communicated in advance—not dependent on finding a note on a dark door.
To make matters worse, the property has denied a refund, claiming the issue did not occur, and redirected responsibility to Expedia, while Expedia says the property must approve the refund. We are now stuck in the middle despite being unable to access the room we paid for."
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