2/10 Terrible
Shandi
31 Oct 2025
Disliked: Cleanliness, staff & service, amenities
First stay on 9/12/25 was amazing. Kind staff, clean, great breakfast and front desk service. Trip was to see my daughter at the Naval Air Station. Liked it so much, I referred my son in law who has had several stays, and my parents, and decided to book again myself, all to visit our Sailor while she’s in Pensacola. I understand that the booking was non-refundable and I am not negating that fact. However, we were informed last minute (10/29) that my daughter was getting an approved leave to come HOME. My son in law is also booked for this weekend (10/30/25) and will be there to help get my daughter and drive her home for her leave. I asked respectfully for a refund, even a partial refund, and they blamed hotels.com for being unable to refund. But, the thing is, they get a little penalization fee for doing so. Ok!! I offered to pay the penalization fee or accept a partial refund especially given the amount of stays that my family has booked over the recent months. But, no go. I’ve literally never had this experience with ANY hotel in my life. Whether booked direct or indirect. We will be taking our business elsewhere. As the kind “manager” said “you want to ‘blame’ me with a review, be my guest”. So instead of a return GUEST for when she is back at the base, this is where we are. I would gladly change my review if there was any sort of attempt on their part.
Shandi
Stayed 2 nights in Sep 2025