Steer clear of this hotel. If you're desperate and need a place to stay at the last minute and this is the only hotel available...stay in your car. I gave them 2 stars because the inside of the hotel was nice. My mother thought it would be nice for us to stay at a luxury hotel during our recent visit to see family in Alabama. She reserved the room on her card but my husband didn't want her to pay for our stay. He spoke with someone from the front desk, gave our credit card, and told them to charge our card for EVERYTHING involving our room. Two days into our stay my mom's card was charged for half the hotel bill. My husband immediately went to the front desk and again told them our card is the only card that should be charged. The day we checked out not only was my mother's card charges (277.02) but ours was as well ($277.02). The total bill was $554.04. Her card was charged half and ours was charged the other half. Once my husband and I returned home I immediately called and was given the run around. First the manager was on his lunch break when I called almost 2 hours later he was in a "meeting". According to Alexis "you guys must be missing each other". He would've needed to return a call for that! Several calls later I was finally transferred to cold James M[redacted](?), I was told by him that my mother's card would be refunded and my card would be charged. Later that night my card was charged, this would've been the full amount ($277.02x2=$554.04). My mom called me the next morning in a panic and said not only did they NOT reverse the charges but her card was charged $277.02 again!! This brought the total paid to $1108.08. I again called the hotel, and what a surprise, I was given the run around, this time for over 4 hours. I decided to call Marriott who I knew for sure would assist me. Not a chance, the customer service rep said I had to deal with the hotel's accounting department and there was nothing they could do. I told them I'd made several calls, was put on hold until the phone hung up, even had someone from my bank on the phone with me and was put on hold for 42 minutes my last call. The unpleasant and unsympathetic rep said the best she could do was to call the hotel and have them call me. Well, she got a taste of the same meds, after 5 calls no one answered the phone for her either. During these calls, to my horror, my mother and my card were each charged $277.02 again!! This brought the total to a whopping $1653.12!!! I was almost in tears, this was 3 times the hotel bill and by this point my mother started to acquire NSF on her account. After about 8 hours of calls I finally reached the genius who made the extra charge mistakes (Darin P[redacted]) and was told my mom's card should've been credited not debited. Multiple times!!! Mr. P[redacted] was nice, but no help at all. I was assured he would fix this issue. I'm not sure why this next thing shocked me, but my mom's card was charged again. Yes, again, the full $554.02. Upset is not a strong enough word. I'm sure you can do the math at this point. Several hours, hotel and bank calls later my mom's card was credited all but $277.02 (promised by the bank this would be refunded by Monday), my card was refunded with the exception of the hotel bill, $554.02. Through all of this I was given no real apology and not even a good excuse. I take that back, I was told by Alexis, the line for new guest "was out the door because of New Years" that's why they didn't have time to help me. They STOLE over a grand over us, why would they have time?? Out of fear, we cancelled our card, and now we're waiting to be issued a new one by the bank. This not only ruined our Christmas trip, but it also affected ours presents (checks) and my mom's New Years plans. We will never stay at this hotel again. This entire situation could've been avoid had it not been for incompetent staff.
Steer clear of this hotel. If you're desperate and need a place to stay at the last minute and this is the only hotel available...stay in your car. I gave them 2 stars because the inside of the hotel was nice. My mother thought it would be nice for us to stay at a luxury hotel during our recent visit to see family in Alabama. She reserved the room on her card but my husband didn't want her to pay for our stay. He spoke with someone from the front desk, gave our credit card, and told them to charge our card for EVERYTHING involving our room. Two days into our stay my mom's card was charged for half the hotel bill. My husband immediately went to the front desk and again told them our card is the only card that should be charged. The day we checked out not only was my mother's card charges (277.02) but ours was as well ($277.02). The total bill was $554.04. Her card was charged half and ours was charged the other half. Once my husband and I returned home I immediately called and was given the run around. First the manager was on his lunch break when I called almost 2 hours later he was in a "meeting". According to Alexis "you guys must be missing each other". He would've needed to return a call for that! Several calls later I was finally transferred to cold James M[redacted](?), I was told by him that my mother's card would be refunded and my card would be charged. Later that night my card was charged, this would've been the full amount ($277.02x2=$554.04). My mom called me the next morning in a panic and said not only did they NOT reverse the charges but her card was charged $277.02 again!! This brought the total paid to $1108.08. I again called the hotel, and what a surprise, I was given the run around, this time for over 4 hours. I decided to call Marriott who I knew for sure would assist me. Not a chance, the customer service rep said I had to deal with the hotel's accounting department and there was nothing they could do. I told them I'd made several calls, was put on hold until the phone hung up, even had someone from my bank on the phone with me and was put on hold for 42 minutes my last call. The unpleasant and unsympathetic rep said the best she could do was to call the hotel and have them call me. Well, she got a taste of the same meds, after 5 calls no one answered the phone for her either. During these calls, to my horror, my mother and my card were each charged $277.02 again!! This brought the total to a whopping $1653.12!!! I was almost in tears, this was 3 times the hotel bill and by this point my mother started to acquire NSF on her account. After about 8 hours of calls I finally reached the genius who made the extra charge mistakes (Darin P[redacted]) and was told my mom's card should've been credited not debited. Multiple times!!! Mr. P[redacted] was nice, but no help at all. I was assured he would fix this issue. I'm not sure why this next thing shocked me, but my mom's card was charged again. Yes, again, the full $554.02. Upset is not a strong enough word. I'm sure you can do the math at this point. Several hours, hotel and bank calls later my mom's card was credited all but $277.02 (promised by the bank this would be refunded by Monday), my card was refunded with the exception of the hotel bill, $554.02. Through all of this I was given no real apology and not even a good excuse. I take that back, I was told by Alexis, the line for new guest "was out the door because of New Years" that's why they didn't have time to help me. They STOLE over a grand over us, why would they have time?? Out of fear, we cancelled our card, and now we're waiting to be issued a new one by the bank. This not only ruined our Christmas trip, but it also affected ours presents (checks) and my mom's New Years plans. We will never stay at this hotel again. This entire situation could've been avoid had it not been for incompetent staff.