CINEMA MOTEL

Our experience with this hotel was extremely disappointing. We flew in from out of town to help my elderly mother get back on her feet after she had fallen on hard times. She also wasn’t feeling well. We reserved a room that accommodated two guests, even though she would be the only one staying. When my elderly mother arrived to check in, she was rudely refused service and denied the room. The hotel also refused to refund the reservation. During the interaction, staff threatened and bullied her. They even called additional people to come remove her, despite her doing nothing wrong. The entire encounter was disrespectful and left us feeling we were treated with prejudice. Because of how the situation was handled, we contacted the police while on our way to the hotel. When the officers arrived, the hotel’s story suddenly changed. They claimed they had canceled the reservation because my mother was checking in with multiple people. That was false. We had been on the phone with her throughout the entire interaction and did not arrive until just minutes before the police, so we know that explanation was fabricated. The hotel also told the officers they had already refunded us, which was also untrue. We contacted Hotels.com ourselves, and they processed the refund. No one should have to involve law enforcement just to resolve a reservation issue or obtain a refund. The conflicting explanations, lack of professionalism, and treatment of an elderly woman were unacceptable.

Great basic motel. The staff was friendly and helpful.