Poor customer service

I had booked a pet-friendly room with a king bed, which was clearly stated on my confirmation email. However, when checking in but what I got instead was a room with two twin beds. When I inquired about it at the front desk I was told that they don't have pet-friendly rooms with a king bed (please note, I just checked and they are still offered).

He proceeded to tell me that I am welcome to find something else, he is fully booked and will have no problems booking the room again. When I asked for a full refund he told me to take it up with BringFido since the booking went through BringFido. Aside from that, he indicated that his cleaning crew was already gone and since we had entered the room he would need to get it cleaned again (if we hadn't entered it we wouldn't have noticed that it did not have the promised king bed!). I also noticed that his "vacancy" sign was still on so I assume when he indicated earlier that he was booked that wasn't true either.

It was already 6:30 pm on a Saturday night and my chances of reaching someone at BringFido to get it sorted that night seemed very slim. It was very frustrating and ruined an otherwise great trip. I thought this was horrible customer service as he didn't really seem to care, blamed BringFido entirely, and couldn't offer anything, not even sympathy or an apology.

Aside from the service being horrible the room was also pretty shabby and had stains all over the carpet, the mirror was dusty and it was on the bottom floor right next to the road. We could also hear every word the neighbors were saying. Definitely not worth the $230 I was charged.

Jul. 18, 2023