The hotel itself was wonderful! It was clean, comfortable, and the breakfast was phenomenal. My issue came in with one of the front desk staff, Michael. Now let me preface this by saying the other staff (including Jayla at the front desk and one other absolutely wonderful lady at the desk) were wonderful. Everyone else was so kind. We experienced a family emergency that made us have to leave a day early. We reached out to the front desk the night before checking out to let them know and asked if a refund was possible and was told yes with directions by a kind woman at the front desk. The morning of checking out, my husband went down to the front desk to let them know and double check again. This time, Michael was at the front desk and told my husband no, no exceptions. He said we could leave whenever we want, but you’re not getting your money back in a rude tone. My husband asked for his name and he just pointed to his name tag - my husband told him he didn’t have his glasses on so he couldn’t see it. Overall just poor customer service. I understand if they have their rules, but the way it was handled was outright terrible. I will say, Jayla needs a huge shoutout. When we went to officially checkout shortly after, Jayla was there and we explained what happened. She gave us her personal email and assured us it would all be taken care of, and profusely apologized for Michael’s behavior. She absolutely went above and beyond to right his rude behavior.
