My card was charged for my first night’s stay one day in advance of my arrival, then was charged for the same amount again on the morning of my arrival, all prior to checking in. I was told their policy is to pre-authorize my card when they are at 80% + capacity, thus the first charge, and the second charge was an error. I still have not received a refund for their error. This policy is not provided anywhere in writing. The rooms have been tastefully remodeled and are comfortable. Housekeeping services are only provided upon request. The air conditioning in our room did not function properly. Parking is limited to one car per room with off-property parking being located in a lot 1/2 mile away at a motel that is unsafe. This policy is also not provided anywhere in writing. WiFi was unstable and/or unavailable during our entire stay. Breakfast is served 6:30 - 10:00 with many guests arriving at 10:00 or a little after expecting breakfast. Typically in a heavy tourist area, and on a graduation weekend, breakfast is available longer to accommodate the large number of guests. The breakfast staff was outstanding and very helpful. On the morning of check-out we received a text message and an email asking what time we would be checking out, well before the 11:00 am check-out time. Very disappointed overall in our stay.

酒店回复：Thank you for taking to time to leave us a review. We are disappointed to hear that your stay did not go as planned. We do our best to keep guests informed about our policies and unfortunately online travel agencies no longer offer us guest phone numbers and emails. We used their messaging system to send out a message with important information including that we pre-authorize the card on file for the first night's stay to ensure that the card is valid. This authorization falls off your account in 3 to 5 business days depending on your banking institution. You will not see a refund for this amount as it is just an authorization, and it will disappear once your bank releases the funds back to you. We will be sure to have our maintenance staff check your A/C and WiFi issues as both are new upgraded systems. We also appreciate your insights regarding a later breakfast on special event dates as this is a great idea to help with the increased number of guests that plan for a later breakfast time. We do apologize about the policies in place regarding housekeeping and parking, but they were created to help guests overall experience. The hotels in mountain towns are not built to have multiple spaces per room and we want to guarantee that all guests have a spot to park. The overflow lot was created as a solution to guests arriving late with nowhere to park. The housekeeping stayover service every 3 days and upon request helps our staff to be able to clean rooms quicker for guests that want to check in early as well as helping with the environment saving water on cleaning linens. We are happy to service any guest daily upon their request. Graduation is a tough weekend to judge our overall hotel experience, and we understand the increased rates and occupancy can make for a less than perfect stay. We would love to have the opportunity to welcome you back in the future.