Jessica S
14 Jun 2024
My sister and I reserved two rooms through a third-party booking site at around 7:50 am the same day we planned to check in at 5:00 pm. In our special requests, we specified that we required accommodations for a trailer we were pulling and two cats. Upon our arrival and after making payment for the rooms, we began to unpack, only to be informed by the front desk clerk that cats were not allowed despite the fact that the third-party website said that they could accommodate pets upon request. This situation was extremely frustrating. The clerk failed to read our request in the booking for over 8 hours and didn’t even review it upon our check-in. Although she expressed apologies for the mix-up and mentioned a possibility that we would not receive a refund, then she unfairly shifted the blame to us, insisting it was our fault for not booking directly through their website or calling ahead. This response is unacceptable, as it is their responsibility to ensure their business policies are accurately listed on third-party sites as they must opt into using these services. Moreover, the front desk clerk claimed she didn't have time to review special requests for all the rooms. Given that there is only roughly 20 rooms in this motel and our booking was made over 8 hours prior, it should have been a priority to review and contact us if there were any issues. After we insisted, we were finally able to secure a refund, though she again stated she would need to check if she could indeed issue one. The Knotty Pine Motel exhibited unprofessional behavior, with staff failing to perform their duties and blaming their own negligence on the guests. For these reasons, I cannot recommend this motel – their handling of the situation was utterly ridiculous and unprofessional.
Terjemah