2/10 Terrible
Michelle
Traveled with partner
19 December 2025
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Worst hotel experience ever. Rudest staff ever. Worst Expedia experience ever.
Around 7 pm the power went out during a snow storm. The hotel staff did not check on anyone! We had to stay because we are from AL and have no business driving in a snow storm. As of 8 am we still had no power, no heat, no hot water. No staff was to be found all night, we finally decided to checkout around 8 am. With several other upset guests.
We had to carry our large suitcases down four flights of stairs in complete darkness. The stairwell emergency lights were not on and the exit sign lights were not illuminated. Anyone of us could have easily fallen and gotten injured.
I left the keycards in a bucket at the front desk. After requesting a refund with Expedia, they stated the hotel declined the request since we were in the hotel over night. I tried to speak to the hotel later that day and the woman was the absolute rudest. Her tone was degrading and she hung up on me after she made her point and would not let me speak. The next day I called to dispute how they charged me parking for 2 nights when we didn’t stay. She said they didn’t know we had checked out!! I found out the outage was planned and the hotel should have been notified. Shame on them for accepting reservations!
Expedia still has not done anything to rectify the situation on my behalf. Anyone who paid to end up with a night of no power or amenities would be upset and want their money back.
Michelle
Stayed 2 nights in Dec 2025
