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Disappointing Service
10/21/2008We booked 2 rooms for 2 nights. 2 adults and four kids. upon arrival at 11:00 pm on fri night, we were told that our rooms had been cancelled "" ...
We booked 2 rooms for 2 nights. 2 adults and FOUR kids. Upon arrival at 11:00 pm on FRI night, we were told that our rooms had been cancelled ""by us"" earlier that same day. Problem was that we had not cancelled the rooms (elsewise why would we be there at 11:00 pm asking for our rooms?). No-one at the hotel had bothered to document the name and or phone number of the person who cancelled ""their"" rooms. For them, it all came back to, ""but you called and cancelled"". I had to repeat some 5 times that it was not us who cancelled. In the end, the only rooms that they had for us that late on a FRI were down the hall from each other, not adjoining or even next-door to each other. NOT convenient. When my wife asked what they could do for the 2nd night of our stay, she was told (no lie, this is a quote) that, ""we're doing all we can for you-uns"". No adjoining room was made available to us for the 2nd night. Because of the ""peak leaf colors"" in the mountains of TN, all of the local hotels were booked, and getting an alternate room on short notice was not an option. Upon check-out, I addressed the issue again with the Franchisee/Owner. He kept repeating the same old line, that ""we"" had cancelled the room. I suggested that, in the future, they document the full name and phone number of the person cancelling. He made no attempt to adjust or discount the rooms due to the issue. Didn't really seem to care. Save your money - - not here!
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