I have booked a King room with Forest View for 2 nights and decided to add another night but the same room was not available, So I booked the additional night in the premium category. I called the property the day before and was told she may find a way so that we don't have to change our room. When we checked in around 9pm, they left a key to our room on the 3rd floor. This room is the least expensive room where there is only a very small window and it's half covered with eaves of the roof. It was so dark that you cannot read unless you turn the lights on during the day. The next morning, I asked the manager, Susan, we would like the room we booked for or there should be a refund for the rate difference. I was then told we booked through the third party booking site not their own website and we have a heavily discounted price. I really did not see that much difference between what we paid and their website rate. She said then she can waive the service fee of $15 per day additional service fee. I did not see that anywhere in the website. I only saw the handwritten note at the check-in area. She said there is no adjustment whatsoever because we got the cheap rate. All I asked was to get the room categories we booked and deserved. Her answer was I can check out if I was not happy. I made all the travel plans based on staying in the area. This is totally ”Bait and Switch” and her attitude was very unprofessional. We have extensive good experiences at Air BNB, etc. This is one property we were treated poorly. The property is old and needs some attention but overall, it was OK and the breakfast was fairly good and the guy in the kitchen was very helpful. The management left us with bad taste and I will not go back to the property.
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