I am sure people stay at this hotel multiple times, and the primary reason I continue to return is because of one exceptional team member—Ramona. She consistently goes above and beyond, demonstrating genuine kindness, empathy, and professionalism. Her ability to make guests feel valued truly stands out, and she is, without question, the highlight of every stay. If this review were based solely on her service, it would be five stars across the board.
Unfortunately, my most recent experience was impacted by an unexpected and deeply personal situation. I had a death in the family and was unable to make my scheduled reservation. While I understand that policies are in place for a reason, the lack of flexibility or compassion shown in this circumstance was disappointing. Situations involving loss are not planned, and a bit of understanding can go a long way in building lasting customer relationships.
It was especially disheartening to lose not only the reservation cost due to the non-refundable policy, but also the opportunity to attend a long-anticipated Notre Dame concert Luke Combs