We stayed for 2 nights over Christmas. After 2 attempts to program room keys, clerk decided we needed a different room. On the second day, one key card stopped working. The last morning, neither key card worked. We parked at the rear door and because of the key issue, we ended up locked out and had to walk around hotel. Internet in room never worked during our stay. Upon checking out, told the clerk of our issues with key cards, got NO response. Expected an apology or some empathy. His only comment?? Sign here please. Won't stay here again. Also, we made reservations for family of 5 and received a room with 2 beds. One kid slept on the floor.
Even though it was the holidays and the weather was poor, only a handful of rooms were rented during our stay. Wonder why?? Maybe the poor customer service?? Rooms and pool area were very clean. Also, our dog was accepted for $10 fee.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
22 February 2010
I would first like to apologize about your recent experience with our hotel. I have taken over as General Manager as of the first of the year. I can assure you that our internet is working as it should and any issues with our key cards have been resolved. I hope you will give us another opportunity to serve you. I can assure you your next experience will exceed your expectations. Please contact me directly and I will make sure you have a wonderful time while in Charles City. My staff and I are here to serve you in anyway we can if you need anything just ask!!!!!!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC