AF
Anna Franceschelli
Aug 3, 2026
I had the single worse hotel experience of my life here. Really unnerving experience with the woman behind the front desk. I am going to write it all out - don't normally write reviews but feel it is important to warn.
**Encourage you all to sort reviews by most recent - you will see my experience and perception of events is sadly not unique. **
My boyfriend and I arrived at 10 pm ish to check in to the room we booked days/weeks prior.
We had filled out the pre-check in form, so assumed hotel staff was aware we were coming in later. Either way - reception is listed as being open much later than when we arrived.
Upon entering, the woman with long white hair (whose name I am unsure of -- it may be Donna but it also may be Lori- got mixed messaging on this so I don't want to name with certainty), was inexpressively rude from the moment we walked in. When we greeted her with a hello and said we were checking in she unkindly told us she would not check us in -- that we had no reservation and that she had no vacant rooms. She repeatedly cut us off, and told us we had no place to stay. When we tried to show her our reservation, she literally shooed us away from her desk.
Eventually, she found our reservation. No apologies, same rude tone, she asked for ID and credit card to complete check in. She complained that we had shown up too late and that was why our reservation had been "cancelled" (Unclear if at the time she actually had cancelled it...). She continued to be inexplicably mean - telling us to hurry up and impatiently tapping the desk. Hitting our breaking point, we asked if she could please speak to us more kindly, at which point things took an even wilder turn for the worse. Ultimately, she CANCELLED OUR RESERVATION AND KICKED US OUT - claiming we had threatened her because in a moment of true disbelief at how insane this situation was, and trying to reform a human connection, my partner had said "can you just look at us for a second?"
Stranded late at night, we had help from the corporate service line. Our representative agreed the situation was egregious but had no other openings at nearby BWs. Our options became sleep in our car, spend a ton of money to book elsewhere, or, we were told that Donna/Lori would let us stay in our booked room if we wrote "an apology". We were stunned - all we had done was try to check into the room we reserved, and asked to be treated with a bare minimum amount of kindness, not even as customers but as people.
Stuck between a rock and a hard place we wrote the letter - I wish in many ways we hadn't. It was demoralizing and if I was in a different financial era of my life I would have booked at a different hotel. She acted as if it was a contract, making us say we wouldn't write about the experience or post about it, and that we had bullied her. This was, to be abundantly clear, not an agreement. It felt like a hostage note written under duress. The moment we wrote what she demanded, she completely changed her entire demeanor - which was almost just as off-putting. She suddenly acknowledged she had seen our pre-booking form. She called us a nice couple. She gave us a room upgrade though I am not sure it was real, since originally she said "all rooms were booked". She continued to be kind for the rest of the stay as if nothing had happened.
Time has passed and I am still in disbelief. Being coerced to write lies in order to sleep in a room we had booked and paid really felt insane.
I also work in a customer facing job. I can acknowledge that working late nights, especially as a woman can be scary, but I cannot emphasize enough normally we walked in and how kindly we greeted her, only to immediately be treated like trash. I felt scared myself- it felt like she was living in a different reality. Given the other recent reviews there is clearly something happening here.
We were told we could report this to another manager on the property but never saw anyone else at the desk besides her, so still trying to figure out how to properly report this experience.