I booked a 5-night stay at this hotel starting July 21, 2025, specifically reserving an “Executive Suite” as advertised. Upon arrival, I discovered the room was actually two completely separate rooms, each with its own door and key card, connected only by an internal door. This is not an Executive Suite as represented in their listing.
I immediately contacted the manager, Michelle, multiple times. The next morning (July 22), we decided to leave and relocate to another hotel because the room was not as advertised. Michelle informed me we would still be charged for the entire second night, even though we left that morning and did not stay.
I was charged over $500 for the night of July 22 for a room I did not use. I requested an invoice multiple times and was told it would be emailed, but after four days, nothing arrived. I returned to the hotel on July 25 and had to insist in person before Michelle finally provided the invoice. She attempted to insist that I sign the invoice that I agreed to be charged 2 nights when I in fact did not agree to this. Finally got a copy of the invoice after 10 minutes of uncomfortableness.
The hotel refused to acknowledge that the room was misrepresented and charged me for the second night despite my immediate complaint and early departure. The manager provided poor customer service throughout the process. I have since filed complaints with the Better Business Bureau and the Attorney General regarding the misleading room description.