I apologize for the tardiness of this well overdue incident report but you can imagine with…read moremidterms like mine, I haven't had the time until now to do so. I am a full time student in the middle of getting my masters over here at UCM and my fiance and I decided to stay in Morro Bay for my spring break which was the week of March 23rd. We had previously stayed at the Harbor House Inn back in February and we really fell in love with the beach out there. We loved that Harbor House Inn was within walking distance from the local areas and had started to plan our wedding there. My fiancee owns his own construction company and I am paralegal so we do pretty okay for ourselves. We had met up with a wedding planner out of Cayucos and had intentions of buying all of our guest reservations at the Harbor House Inn for our wedding in November, that is how much we liked it and we felt like the hotel could use the business. I mentioned to a friend of mine that, even though Harbor House Inn did not have the best ratings nor was it the most up to date, the service and the location really make up for it. I bragged about how the pet policy was incredibly manageable and they clearly care about the comfort of their guests because they are super accommodating.
I had called HHI 3 times inquiring about staying again (on 2/10/26, 3/4/26, and 3/11/26) and I will attach the call log. I was always transparent about having 3 pets and it was my biggest reason for wanting a room with a patio, specifically the exact room we got last time since it was at the end of the hotel. It was more private and easier to walk our dogs since the room was right by the sidewalk. 3 times I called them letting them know this information as I made the reservation. They confirmed that they got the details and that they would give me the exact room I requested. We checked in on March 23rd and intended on staying until March 28th. The day of our check in, the hotel phone number texts me and asks what time our ETA would be. I told them 4pm and I asked if we were set for our exact room as requested. The person on the phone let me know that we got an entirely different room. That really frustrated me because I literally made sure to book the room I wanted and went out of my way to receive confirmation over the phone that my request would be fulfilled. Naturally, I express my frustration over text. They apologize and try to remedy it by giving us the room next to the room we requested. Not exactly what I wanted but it came with the patio which is what I was most concerned about so that was fine.
We arrive to check in around 4:30pm. The lady at the check in counter looks a little frazzled. She asked if I was the one she was speaking to over text, to which I responded yes. I don't know if she was just trying to save face or not deal with me, but she simply handed me the keys to the room after taking down my credit card information and said enjoy your stay. There were no questions. No forms I had to sign. Nothing after that. Just like the last time we stayed, which was the weekend of February 7th-8th, no questions asked. Maybe an hour later, I came back up to the front and asked why our PS5 didn't want to connect to the wifi but she was terribly awkward. She ended up giving me the staff wifi which I did appreciate but I felt this came out of not wanting to deal with me.
3 days after our check in, an entire 3 days, this detail is extremely important here. 3 days after our check in, I sent a text to that same hotel number we communicated with prior to check in asking why my room had not been serviced after we agreed they would come the afternoon of March 26th to service it. They replied with "can you please come to the office when you are here. We need to talk to you." I am immediately confused. I inquired about why my room wasn't cleaned and I received this text? Very strange. My fiance and I went over to the office. No one was in there at first, but then about five minutes later, some homely looking gentlemen came up to us. He says he's the manager and he starts accusing us of trying to lie about our pets. He says "we know you have 3 dogs", and keeps repeating himself and had the tone insinuating we were trying to pull a fast one on them. Mind you, the room we got was literally right across from the lobby, how they thought we were trying to be sneaky, I don't know, but I do not think having 3 pets with us couldn't have been any more obvious. There were two other guests that came into the lobby after us. I was very confused, I told him about how I had called multiple times and that on my end, my reservation with Hotels.com reflects my added on pets. He starts raising his voice at me, doesn't even care that there are other guests in the room, and says "well then, show me! Show me your reservation." My fiance intervenes and asks the gentlemen to calm down and that he doesn't need to have that tone with me. You can take a look at the video camera footage, his body la