We never ended up staying here. But our experience trying to modify our reservation was so frustrating that we felt compelled to warn future guests. We booked a weekend at The Abner Hotel for our first getaway with our 2-month-old baby. A few days later, we found out about a family event on the same weekend and reached out through Expedia to simply move our stay to the following weekend. Instead, we were told the new dates would cost $894 more plus a $909 hotel penalty fee.
We contacted the hotel directly hoping they could help or at least waive the penalty. The front desk manager (Chris) said he couldn’t find our reservation in their Expedia portal—even after we provided the confirmation and a screenshot clearly showing The Abner. He even suggested we might have booked a different hotel. Expedia told us the hotel needed to fix the issue; the hotel told us to go back to Expedia. We were bounced back and forth with no resolution.
When my husband called again, Chris was curt and unhelpful, refused to waive any fees, and said there was no one else we could escalate to. For a small, boutique property, the lack of service, flexibility, and basic courtesy was extremely disappointing.
We’re now disputing the charge through our credit card and booking elsewhere. Even though we never stayed, the customer service alone was enough for us to never try again.
