I went to Oklahoma for a romantic weekend getaway with my husband. We decided to splurge a little and stay somewhere nicer than usual to ensure a peaceful and relaxing time. Unfortunately, our experience was anything but.
We booked a king room at this hotel. We didn’t even mind that the pool was drained or that everything seemed dusty—we just wanted a quiet, comfortable place to unwind. But the first room we were given was absolutely wrecked. There were empty booze bottles everywhere, and it was clearly not cleaned or prepared for guests. So we lugged all our belongings back to the front desk—a long walk, especially in a hotel this large.
We were given a second room key. That door wouldn’t even open. So we walked all the way back again. Jacey at the front desk was extremely kind and clearly trying her best, but the situation was chaotic. It seemed like none of the rooms were ready and many of the doors didn’t work. She tried multiple times to get a hold of her manager, but he never answered.
Eventually, we were given a third room—a double room with two tiny beds. At that point, after nearly two hours of running back and forth, we just wanted to lie down. However, this room didn’t have blackout curtains, so it stayed bright all night, and we barely slept. On top of that, the entire hotel reeked of cigarette smoke despite being labeled as smoke-free.
I decided to speak to someone the next morning. Deona at the front desk was also incredibly kind and helpful. She apologized sincerely and arranged to refund our first night and move us to a proper king room for the second. Unfortunately, that’s where things got even worse.
When we returned later to collect the key for our new room, we were told there were no king rooms available. I explained I didn’t want to spend another night sleeping in a separate bed from my husband. I asked for a refund so we could check out. That’s when I was introduced to the manager, Mike.
Mike initially told me he would also refund the second night if we stayed in the double room again. We reluctantly agreed. We then called Booking.com to process the refund, and that’s when Mike completely changed his story. He told the Booking.com representative that we were being upgraded to a king room after all—so no refund necessary. So, we went back to the desk again, exhausted and frustrated, only to have Mike repeat that no king rooms were available. It was beyond confusing and infuriating.
I told him clearly: either give us the room we booked or refund us so we could leave. He refused both. After going back and forth, he told me to go pack up and return—he would have a room ready. We started packing, only to have housekeeping knock on our door telling us we needed to leave—while we were still trying to gather our things.
Finally, we were given a king room, but it was freezing cold (stuck at 60 degrees), the thermostat didn’t work, and the toilet didn’t refill after flushing. We had to refill it manually from the sink. We were too mortified and exhausted to complain at this point. To top it off, I stepped on a piece of glass in the room and cut my foot—there was no glass brought into the room by us, so it was clearly left behind.
The next morning, we noticed two unexpected charges on our card. The total of these two charges perfectly matched the cost of a second night’s stay—the very night Mike had already agreed to refund. It’s clear he was attempting to quietly reclaim the cost of that night without informing us. We were never told what the charges were for, and we are still waiting for an explanation.
To make matters worse, we never authorized this card to be used for anything beyond the standard damage deposit. That’s why we booked and paid for our stay through an external site—Booking.com. This card was only supposed to be a backup on file, yet Mike and the hotel charged it anyway, without permission, and without communicating anything to us. It feels like a deliberate attempt to bypass the refund and charge us anyway, behind our backs.
Let me be clear: Jacey and Deona at the front desk were amazing. They were professional, kind, and genuinely tried to help in a situation that was clearly out of their control. It’s honestly embarrassing that they are forced to work under such an unpleasant, unprofessional, and unethical manager. Mike should not be in a position of leadership, and I would strongly caution anyone considering this hotel—there are better, more honest places to stay.One of the front desk employees even told me directly that the manager, Mike, was “upset” with me and stated he would be trying to recoup the cost of our stay by charging the card on file. She confirmed that he knew the card was not authorized for payment and that a refund had already been discussed. She also said the situation was “honestly embarrassing,” which reinforces how inappropriate and unprofessional this conduct was. I believe footage from the front desk, which should be available via hotel security systems, could help verify this.
