I’m really disappointed with the way our situation was handled during our stay. It was Easter Sunday, and the weather was extremely bad with heavy rain and flooded streets. We called the front desk to kindly request a late checkout due to the unsafe conditions, but were told that no late checkouts would be allowed.
When we spoke with the employee at the front desk, her behavior was very unprofessional. We tried to explain that all guests were struggling to leave at the same time, with cars backed up and people loading their belongings in difficult conditions. We respectfully asked if the fee could at least be waived or reduced considering the situation, but there was no understanding or willingness to help. We weren’t going to walk numerous times back and forth to load our belongings in pouring rain just to meet the exact checkout time. We did the best we could given the circumstances. We ended up leaving around 11:45 AM, onl 45 minutes past checkout, and were still charged $25 for every 30 minutes after 11:00 AM. There was no compassion or flexibility shown, even though the circumstances were beyond our control. On top of that, we were charged $20 for a second parking permit. When we returned from dinner, there was no parking available, and we were told to park on the grass area by the office. Paying for parking and then not having an actual space available was very frustrating and unacceptable.
Overall, this experience left us feeling frustrated and unvalued as guests.