This is a 2 week review as I stayed her the last weekend of October and the very next weekend.
First visit review-
My family stayed here during a very sad time in our lives. We all arrived from various states at different times of the day and we were warmly welcomed by everyone. We got a great rate! The hotel seems newer and very clean. Check in was prompt and I scored a larger room on the 4th floor. Beds were comfortable and room nicely decorated and clean. Breakfast was a variety of hot and cold items and plentiful. Free coffee and tea throughout the day. I use to be a frequent stayer at another hotel but this is now my go to hotel when I'm in town. 5 stars
2nd visit -
We had to return to St Joseph unexpectedly. My family AGAIN traveled 14 hours from GA to St Joseph. My mom was already at the hotel and at 4am that morning she went to the front desk to confirm my room. I spoke with a man who confirmed that my room was reserved at the same rate I had the prior week (our family had a discount). The man took my credit card number over the phone, gave me my rate and said I was all set. I asked him if they had any rooms available with the sofa bed and 2 queen beds because I had my granddaughter with me. He said there weren't any available but if one became available he would switch me to that room.
We arrived around 8:45am and was greeted by Gabriel. I confirmed that our room was ready and we could check in early. Then everything went left. I asked about the room with the sofa bed and was told that there was a room available but it wasn't ready and I could not check in to a different room and then be moved to that room, He said I had to decide which room I wanted. Well our family had a funeral to attend in 3 hours after driving 14 straight hours so OF COURSE we would accept the room with 2 beds since we had to shower and dress. I told him I'd take the room and we'd figure it out later. He hands me the check in doc and when I'm about sign it I notice the rate is doubled. I asked Gabriel why was my rate changed. He tells me that management said we could only have 2 rooms discounted so mine (why mine, I'm not sure) was changed to the standard rate. I told him that I just spoke to someone who took my credit card info and confirmed the agreed rate a few hours ago so how did this suddenly change? His response was simply...well he's not here. We asked for a manager and he said he's the only one there now so he's the manager.
It wasn't just what he was saying but how coldly his words were. He didn't care about our grief, he didn't care about the situation, his entire attitude was just take it or leave it lady. During check out, I spoke to a woman named Kenya who (as with my first visit) was very kind and empathetic to my situation. Even though she could not change the rate back, the simple fact that she cared, told me who could assist me and apologized for the experience let me know that outside of the bad apple, this hotel is still a gem. I would stay again and hopefully the rate I'm quoted will be the rate I'm actually charged at check out.
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