Caroline G.

The motel is "no frills" but has all the essentials needed for a comfortable stay. The room is clean; the beds are comfortable; has a coffee maker/microwave/refrigerator and is doggie friendly. It is located minutes from downtown Williamstown and the price is the lowest I could find in the area. Most importantly, the woman and daughter who run the motel are absolutely lovely! I would return if I need to stay in the area again.

I am compelled to report a follow-up of a prior review I submitted about Season's Resort refusal to allow a service dog on their premise. Two (2) studios were reserved and paid for. The one studio intended for the service dog was cancelled after the first phone call was made and access denied. The second studio was retained to house the other half of the party for 4 out of the 7 nights (bought and paid for). A second phone call was made a few days later to be assured that unit was being retained and inform Ms. Martinez that arrival would be 3 days after assigned date (Tuesday vs Saturday). Being unable to provide her with an exact time of anticipated arrival, Ms. Martinez became upset. All that could be assured was that was that the arrival would be prior to the office closing which she said was 5:00 p.m. During the second phone conversation a calm comment was made that their refusal to allow the service dog caused a great deal of inconvenience and financial expense to find other accommodations. At 10 am on Tuesday, once the trip to Season's Resort was started, a third call to Seasons Resort was made to inform them the arrival would be between 1:00 and 1:30 pm, again to be reassured someone would be available for check in. No reference to a service dog was made during that brief third call. The gentleman on the phone assured me that someone would be in the office. Within a few minutes, he called back and said: "do not to come to the resort... there would not be a room for you". He proceeded to attest that RCI had cancelled the second studio. When RCI was called, they insisted that it was Season's Resort who cancelled the studio that morning, NOT RCI. When RCI called Seasons Resort to disclose their reason for the cancellation they were told that they did not want the party at the resort because of the numerous phone calls made about the service dog.

If you do choose to stay at Season's Resort, please tread softly. They are capable of doing whatever they choose to do without any moral, ethical or legal value. They may decide at the last minute to cancel your reservation that was made and paid for months in advance. Do not expect them to have any consideration for the hardships their flippant decision may impact you. Be prepared to find yourself without a place to stay.

Last evening I made a reservation for 2 rooms for 4 nights on hotels.com. The online form asked me for my email address and password which I assumed automatically signed me on to my hotels.com account.
I then booked another hotel on the hotels.com noted that the first reservation was not on my account to accrue an extra reward night. I proceeded to book the exact reservation again on hotels.com. I then went to the original reservation to cancel it and was alerted that I had to cancel each room separately and would be charged a cancellation fee of $76.59 for each room.
I proceeded to call customer service for hotels.com on the phone and the representative hung up on me. I called them back a second time and after insisting to speak to a supervisor, she also hung up on me. Prior to both hang ups I was told: 1) I was not signed on to my account for the first reservation 2) there was nothing they can do about the penalty as it was from the hotel not hotels.com.
I reviewed the confirmation email of several pages that was very unclear. Only after re-reading it several times, could I locate in fine print, at the very end of the email confirmation it states: If you change or cancel your booking after 6:00 PM, 07/06/18 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax) If you change or cancel your booking on or before 6:00 PM, 07/06/18 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax). I called hotels.com a third time and requested a mailing or email address to file my complaint with the company. I was told they do not have a mailing address and was given the bogus email *******@hotels.com which sent an automatic reply that that email was defunct and unmonitored.
In summary, hotels.com online reservations are vague and confusing. I was totally clueless that when I could not find the first reservation on my account that it was in a second account that held the same email and password. That was only reason I booked the exact same rooms a second time. Now I am charging a penalty of $160 to cancel the double booking and hotels.com REFUSES TO ASSUME RESPONSIBILITY OR EVEN HELP. Instead hey hang up after giving me a scripted excuse for what happened.