The Crossings

My children and I were left without a room in a city completely booked for a major tournament, and the hotel kept my money. I can’t recommend it after the lack of customer service and accountability we experienced. I’d booked for my son’s tournament and drove four hours, only to be told on arrival that I was a “no-show.” The hotel said my reservation was for different dates from the ones I’d booked and needed. The manager said confirmation and cancellation emails had been sent, but I never got them because the hotel had the wrong email address on file. When she asked me to confirm my address and entered the correct one, the hotel emails started coming in immediately. That raised serious concerns about how the reservation was handled. I was told somebody had cancelled my booking. I hadn’t cancelled it or authorized anyone else to do so. My room had already been given to another guest, and the hotel refused both another room and a refund. With the tournament making the area so busy and no rooms available elsewhere, it felt as if my reservation had been disregarded so they could resell the room at a higher rate. The manager was dismissive and rude, and made comments I found insulting. She ignored me and threatened to call the cops if I didn’t leave. Instead of trying to resolve this, she told me to dispute the charge with my bank and insisted she would win. She never seemed sorry, kept blaming me for their mistake, and offered no alternatives.