Last Saturday, we arrived on time and had paid through Hotels.com. Their is a wall-high GLASS that separates the customer from the check in clerks (first clue). The clerk was extremely slow and after 15 mins, still could not find our paid reservation on her computer. Meanwhile,a man walked in without a reservation, got a room and key and was done. The clerk showed us to our room, which was not ready...and she tripped and stumbled down a short hall, so something was up with her. She offered us a jacuzzi room "at a higher rate" which we refused. Oh, I refused to sign a paper that was given to me that stated that guests that had a paid reservation could not refuse their room or get money back...who does this?! After she tried to find us another room, my husband and I decided this hotel was not what was advertised and said we would not be staying and wanted our money returned. Clerk said we'd have to call Expedia. I said we booked through Hotels.com...which again, she had no idea what was booked. Other issues: The hotel is in a rundown area, the building is falling down, the parking lot looked unsafe, the inside does not look like the picture, is dark, run down,moldy smelling and the lobby was hot without a/c, which is unusual but mainly a huge deal as you await them to 'find' your reservation. The pool sign said 'closed' so again, false advertising. The clerk could not speak clear English nor could you hear through the glass anyway.
The good news is that Hotels.com refunded my money immediately, and will look into the complaints. Please, do not stay here and certainly do not take your family here.
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- Also Known As:
- Sunrise Hotel Indianapolis