6/10 Good
Dec 15, 2024
GM is an jerk - BEWARE of pet fees not disclosed
Hotels.com stated explicitly that all fees reported by the resort had been disclosed. However, upon arrival we were told that we had to pay $30/pet/night. This was NEVER disclosed to us. I objected and was told there was no one I could speak to until the next day, forcing me to allow the charges or lose my deposit and not have a room! I tried to request a refund after our first night - again, no one with authority. I spoke to London before our check out and she involved the GM, Scott Shephard. He lied to me and told me that Oregon law required him to use the booking service - it wasn't his contract. I know that is not the law as I have a vacation rental and we do not use Hotels.com or other booking services. He told me it was Hotels.com problem that they did not disclose the fee and refused to provide to me the information the hotel provides to Hotels.com in order to validate that the pet fees had been disclosed to Hotels.com. When I continued to object he said I could raise it with the Board of Directors. I asked for their contact information and was told I had to go through Scott. He went on to say that, 'then he'd be done with me and never have to deal with me again'. He was untruthful and unhelpful. Despite remaining calm and professional, he called me 'angry' - of course I was, but I was not belligerent or disruptive. He has no business working in hospitality. And BEWARE of the Pet fees - they are extraordinarily high!!
Verified traveler
2-night family trip
Verified Hotels.com guest review
