Still River Greenway

Late check in due to room not ready was my only concern

I have been a loyal customer for many years, which makes this experience even more disappointing. My original reservation was from July 18 through July 24. After my flight was canceled and rescheduled for July 20 because the weather condition, Expedia contacted the hotel, and your representative named Chris approved a refund for the first two nights while confirming that my reservation would remain active for the rest of my stay. Despite that agreement, my reservation was later canceled as a no-show, causing unnecessary stress and resulting in an unexpected charge. Unfortunately, the poor service did not end there. I have called three days in a row to ask that notes be added to my reservations . I requested that the hotel be informed that I would be arriving around midnight so my rooms would not be released, and that both rooms be placed on the same floor and as close together as possible, since I was told connecting rooms could not be guaranteed. I called again only to find out that none of my requests had been documented. I honestly do not understand how this can happen after multiple phone calls. This entire experience has been frustrating, stressful, and far below the level of customer service I have always associated with your brand. As a loyal guest, I expected much better communication, organization, and care. I sincerely hope you take steps to improve your service so that other customers do not have to go through what I experienced.