I made a reservation three weeks in advance for a two-night stay at this hotel in Maryland, while traveling with my husband and three small children from New York. Expedia stated that I had until 6 a.m. to check in, so I notified the front desk through my cousin, who was checking in earlier. I arrived before midnight, but the clerk charged me an additional $221, claiming he didn’t see my booking. After exhausting delays and a six-hour drive, he told me they gave away my room for the second night. For the 2nd night they offered two small rooms, splitting my family, which was unacceptable. I ultimately decided to just stay the first night since we were so tired and it was after 12am. After a sleepless night and not being able to find another hotel in such short notice. I asked the front desk for the complimentary breakfast that was offered and informed them of my situation, yet again due to their mismanagement. I was then promised a full refund by a different front desk clerk, but ultimately, Expedia informed me that the hotel denied the full refund, offering only a partial one. This entire process cost me more money, separated me from my family, and left me deeply disappointed. I would never stay here again, nor recommend it to anyone, especially for a family trip. This level of disorganization and disregard for customers is unacceptable in today’s hospitality industry. (The $221 charge is also still pending on my credit card although it has been 5 days)
