My husband and I do occasional date nights and decided to give Home to Suites a try this time. The main things we wanted were the pool and spa. When we arrived we were told both were down, but we could use a pool on another property. They would not issue a discount stating that their website notified customers that the pool and spa were down for maintenance. The problem with that is that we used Expedia to book the hotel. Expedia did not mention that they were down for maintenance. When we went to the other property to use the pool, they didn't have a spa.
We contacted the hotel manager after the stay. He was very kind and offered a full refund. Had that been the end of it, I would have given the hotel 4 stars. Unfortunately, we never received the refund. I had called the manager 3 more times, I was told he wasn't in the office. When I attempted to leave a voicemail, his mailbox was full. I sent him 2 emails and he never responded.
I finally got in touch with the assistant manager who told me that she would approve the refund, but I needed to contact Expedia. The original person I spoke to said that he would contact them and my refund would be issued within 10 business days. I was never made aware that I could contact Expedia to have it refunded. Anyway, it has been resolved, but now the hotel will be getting 2 stars because of the run around I was given. It took 3 weeks to get this resolved.