We booked this hotel again as the first time we stayed there we enjoyed it very much. We booked the rooms over a month and a half ago for our upcoming stay in March of 2020. Friday night sitting in my kitchen I get an alert on my phone my card was charged for the stay. I call immediately and the lady was friendly but had no idea what happened. She keeps telling me I wasn’t charged. Next Suzanna gets on the phone and gives me the song and dance about an advanced booking something. I reiterate I booked this a long time ago and we have until the day prior to cancel. She then tells me after I press the issue that another family came in with the same last name and she charged the first one that came up (ours). She said the charge was reversed and apologized. I asked to speak with the manager. She said no manager was on duty and she would have someone call me the next day. Saturday comes and I am still out the money I was charged for a stay I haven’t been on yet. Iveleice (manager) never called so I called. She gave me the same song and dance about a advanced booking deposit and I finally said um no Susanna told me that she billed us instead of the correct person last night, only then did she say that was correct. I do not like being lied to especially when I know what happened. I am still out the money. No credit has shown up. I ask to speak to another manager. The general manager doesn’t work weekends apparently. I find it very hard to believe a hotel doesn’t have an escalation chain on any given day. She said she would call her general manager and call me back. No call back on Saturday, no call on Sunday and as of right now, no call as of today and I am STILL out the money for the stay I haven’t been on.

Assisted us in settling into our room when we were so tired from Disney ! Even helped when we spilled all of our luggage. Clean room! Incredibly convenient to the airport . So wonderful to have the kitchen, two bedrooms and a sleeper sofa.