Horrible Service, would not recommend this hotel
Posted 09-May-2017 on Orbitz
I am very upset with the Super 8 in Madison, SD. I have stayed at many hotels and have never had an experience like this.
I had booked online for 2 nights, April 22 and 23. The website indicated this was a pet friendly hotel. After driving 8 hours, I was greeted by the unhappy desk clerk.
Me: "Hi, I'd like to check in with my 2 cats"
Clerk: "There will be a fee per pet"
Me: "Okay sure"
Clerk: "I don't know if your room is ready." (He picks up the phone, waits for a minute, then hangs it up.)
"Are they big cats?"
Me: "No, they are just regular size cats. If you want to see them, they are here in the car in carriers."
Clerk: " No. We cannot have 2 pets."
Me: "But you just said there is a fee per pet?"
Clerk: "I'm sorry but we can't."
Me: "Okay so I have to find somewhere else to stay. I can't leave my cats in the car for 2 days."
Clerk: (shrugs shoulders)
Me: "Well can you cancel my reservation so I can find somewhere else to stay?"
Clerk:"No you will have to cancel it online because you made it online."
At this point I sat in my car next to the door and called Orbitz. Luckily the AmericInn down the road worked very hard and got me a room for 2 nights.
I am currently working with my credit card company to dispute the cancellation fee. Orbitz employees have tried multiple times to talk to this clerk, and I have also, but he acts like he doesn't understand us.
Comment from Hotel Management
01-Jul-2017 by Manager, Hotel Management
Your bottom line was cancel the reservation from morning with no charge. All reservations are always with 24 hours before 4pm CXL policy. All reservations made by any third party agents must canceled by them, not by property. Your false info about property is only because you got charged regard less for first night. Still if you are thinking that it was inconvenience, We are sorry for the inconvenience.