The property and staff are great! Being a person of color my party and I had were harassed by a guest at the hotel and we did not feel comfortable completing our reservation. We checked out a day early. Upon checking out, we were not made aware of the refund policy. We kindly asked for a refund of the unused nights due to incident. I contacted the property twice, with no response. I involved hotels.com for assistance. They denied the request for a refund.
I completely understand their no refund policy, however I think in this instance more flexibility could have been demonstrated. If a guest if uncomfortable due to a experience with another guest, It’s a sensitive matter and it should be handled appropriately.
Furthermore, If you require flexibility in our travel I would not recommend this hotel. Since the hotel is family-operated there is not other intervention when issues like this arise.
Since this is a family-owned business, I expected more understanding. My reservation was almost $1,000 dollars, I am asking for about 50% back due to checking out a day early. My party and I did not want to check-out, but our peace and psychological well-being is important.
Outside of this incident, the property is great! I think for some travelers, you should have and exceptional experience.