4/10 Poor
Marie
Traveled with group
Nov 24, 2024
Liked: Property conditions & facilities
Disliked: Staff & service
I don’t usually write reviews, but my check-in experience here was frustrating. Despite Expedia stating I could pay at the property, the hotel pre-authorized my card before arrival. When the authorization didn’t go through, they canceled my reservation without calling or giving me a chance to resolve the issue.
At check-in (11:30pm), my reservation was still active in the Expedia app, and an Expedia representative even contacted the hotel to confirm it. Despite this, they refused to honor the reservation. It honestly felt like a price-gouging tactic, forcing guests to pay more upon arrival.
Another guest in the lobby overheard our situation and shared similar frustrations about their check-in experience. The next morning, I spoke with the “manager,” Kelli, who was unapproachable and rigid—qualities unsuited for hospitality. She gave me $40 off my stay, but her adherence to strict policies over customer service was disappointing.
I’ll say the bar and restaurant service was nice and met expectations, but the front desk needs some improvement. Starting with Kelli and that dumb policy.
They never honored the Expedia rate, and I had to pay more than I originally negotiated. I stayed two nights due to my friend’s event at the property but moved to Hotel Indigo for the rest of the week, which was a much better experience. In the future, I’ll prioritize spending my money at establishments that truly value and accommodate their guests. The Godfrey won’t be seeing me again!
Marie
Stayed 3 nights in Nov 2024