Nice rooms and outwardly nice staff. Also an unbeatable location. However they seem totally unaware of how their own booking and billing systems interact with Airbnb. When asked about issues stemming from this, the friendliness and professionalism of the staff crumbles immediately.
I think in general this is a wonderful hotel. And I think the staff are generally quite component and nice. However I do not recommend booking through Airbnb because most of their staff is untrained in that regard. You may get double charged like I did. And if you are unlucky enough to deal with the first two desk people I did, you’ll have a very unpleasant experience trying to get your money back. Here’s all of the issues I encountered in full.
Firstly when I called to inform them that I’d be checking in after midnight they said “you don’t have a booking here. You can’t just come in, you need a reservation.” Only when I informed them I’d booked through Airbnb did they realize their mistake. The mistake is fine. The poor treatment was not.
Next I was charged twice. Once upon booking through Airbnb and again in the morning. Quite obviously the front desk was once again unaware of my booking through Airbnb and charged me for the room not knowing it was paid for. This mistake is frustrating but understandable and would not be enough to upset me. What was upsetting was how they treated me when I called to ask about it. The first person I spoke refused to listen to me that I’d paid through Airbnb. She simply said “this is a nice hotel and I feel like it’s common knowledge that you get charged incidentals at hotels like this.” Again, this was clearly NOT an incidental or amenities charge, but they acted like I was the ignorant one.
The second person I spoke to was a tad nicer. However she also refused to engage with me telling me she would have to refer me to billing. Look, I get the front desk doesn’t have all the information, but she could still have acknowledged that I’d been dicked around already by her colleagues, demonstrate some awareness about the fact that their system and Airbnb don’t integrate well, and apologized to me for my trouble. Instead she kept saying “I don’t know what the charge is” and eventually hung up on me.
I will say that I spoke with a very nice person the next day and she told me exactly what her two rude colleagues could not. Which was, in short, that she suspected that her coworkers had overcharged me because they missed the very important information that I was already paid for via Airbnb. The assistant manager Riss followed up with me and was absolutely lovely and apologized for her workers.