Our power was out due to a snow storm and our disabled daughter was at home sick. We quickly looked for a hotel ~10 minutes from our house that was reasonably priced and booked your hotel. The plan was for my husband and daughter to spend the afternoon there so she could be comfortable and I could take several important client calls without distractions. We called to ask for an early check-in, explaining the situation, practically begging to be allowed in early (even to a community space such as a business center or gym) and were flatly refused. My husband forgot the CC when he went to check-in and because it was my card (that we use to get miles) I had to go down to check-in. The man (pretty sure his name was Zach) at the front desk was very inhospitable. He asked, clearly suspicious, me if I was getting the room for other people, I said “No, my husband booked the room with my card”. He then proceeded to tell me that if there was heavy foot traffic to our room that we would be kicked out without refund. I remained calm and said “I realized this location might see some unsavory things but that we were just a family who hasn’t had power for 14 hours”. He continued in a condescending tone, “I’m just telling you our policy. And your room was already flagged as suspicious because it was booked for two people and now I find out it’s a family”. I started to explain that it was only ever supposed to be two people, my husband and daughter for the afternoon but this man did not care and I did not need to justify why I was spending $120 on a hotel room. The hotel clearly had many vacant rooms (the blinds were open and the rooms dark) which only further frustrated us as they clearly could have accommodated an early check-in. My husband and daughter spent a total of 20 minutes in the room. Long enough for her to have a snack and change her diaper. He collected their things and I went back to check out—I did not want my husband or daughter anywhere near that man with his “guilty until proven innocent” attitude. I would rather have our daughter at our cold (but safe) house than have her spend another minute at your hotel. The ugly way we were treated and Zach’s implied accusations made my sick to my stomach. If that is how you treat us (white, upper middle class) I can only imagine how poorly you treat people with less privilege. It’s appalling, as if no one could possibly be at your hotel for a legitimate purpose because of its location. That is not what this community needs. Thankfully, our power came back on right at bedtime. We will never give our money to any of your locations ever again.
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