I chose to stay at this Days Inn based on positive reviews, but unfortunately, my experience was…read moreextremely disappointing.
I had booked the room through Booking.com while on the road. In the rush, I mistakenly selected "2 adults" instead of including my 2 children in the occupancy, though I booked a room with 2 queen beds, which clearly accommodates four people. When I arrived after 10 PM, the front desk staff was not welcoming, no smile, no pleasantries, she seemed bothered that I wanted to check in. She asked, "Two adults?" The kids were in the car, but I immediately corrected her and realized m omission. She instantly became combative and accused me of lying and trying to cheat the hotel out of money. I calmly apologized for the oversight and asked how to correct it. I even checked the app and confirmed the price didn't change when updating the occupancy--but she insisted that was wrong and chastised me for "lying," repeatedly saying I had to pay per person because it's "more work for housekeeping."
I tried to de-escalate and even apologized, again, thinking maybe she was just having a bad day, to which she snapped, "I wasn't until you lied." I was shocked at how personally she took what was an honest mistake despite my willingness to correct it.
She brought up an issue about emergencies--saying in a disaster, they wouldn't know to look for four people. I agreed that's valid and asked to update the record. She didn't seem to know how at first, then eventually updated it, yet still claimed it was "a problem" because it wasn't "written on the sheet," so I wrote it down, but she continued criticizing me.
If I were trying to deceive anyone, I wouldn't have openly told her about the kids. I genuinely felt like I was being profiled and treated with suspicion since she seemed to have an issue with me from the start. She refused to give me her name or the manager's contact information, and only referred to me as "lady" throughout. It was incredibly uncomfortable and upsetting--it was 10 minutes of her treating me with utter disdain.
I tried to cancel through Booking.com, but they said it would require the hotel's cooperation, and since she was the only staff on-site, I didn't feel safe pushing further. We ended up staying, but I didn't get much rest because I was so hurt and confused.
I followed up with the morning manager, Purva, who was initially vague about her role but later revealed she and her husband were the new owner-managers. When I raised concerns about how I was treated during check-in, she reiterated the policy with regard to needing an accurate count for the room--which I agreed with and never disputed--but she failed to address the disrespect I experienced. She even told me that the staff member had been there several years and "she was just particular" about things which seemed like her excusing this unacceptable behavior. The staff member involved was openly rude, again, this time in front of the manager, refused to apologize, and even brought in three housekeeping staff in what felt like an attempt to intimidate me. While the manager eventually refunded my stay, the resolution felt like an afterthought. Basic improvements like staff name tags, a visible manager contact, and clear expectations for respectful guest treatment are urgently needed. The hotel was exceptionally clean, convenient, and updated, but the unnamed woman (probably in her 60s, permed/wavy platinum blond hair and bangs with blue eyes and glasses) who was so incredibly hateful make it not worthwhile. Also, there were no secondary locks on our door which was odd.
As someone who goes out of their way to be honest and follow the rules, this experience felt humiliating, unfair, and unwelcoming. I cannot recommend this hotel, and I will not be returning.