Music Road Resort Hotel

I booked a room at this hotel this weekend, checking in Thursday and checking out Sunday, paid in full before I arrived. When I checked in, I had my ADA certified animal with me, which was okay at arrival.

We stayed the first night with no problem and had to attend a ball tournament the next day. Since it was in the 90s, I did not want my service animal to get overheated, so we left her for a few hours in our room, like we have many times before at this hotel, and it had never been an issue. Most places do not want animals at breakfast tables and pools, so we did not see this as an issue. When we arrived at our son's game, we got a call from the staff stating we could not leave the service animal unattended in the room.

I let her know we would not be back for a while as we had just paid and gotten to our son's game. She hung up on me. When arriving back at the hotel, we were locked out of our hotel room with all of our belongings and our service animal inside, and we were made to talk to the front desk. When I spoke to the woman, she was very nasty to me, and I told her we didn't see it as a problem since it was in the heat of the day.

She was so rude and stated she could not be there. I said okay. I know 100% the staff messed with my service dog because she is trained, and whatever they did to her, she peed on the hardwood floor, which they already knew but played it off like we have to walk you to your room to get your belongings and are asking you to leave. I said I wanted a refund at least for the nights I hadn't stayed there yet, and she said no.

I informed her I spent 700 dollars for the weekend and don’t have more money to spend on another hotel. I was there in the ninety-degree heat with my two children under two and a service animal with nowhere to stay, and she said not my problem. This was the worst experience I have ever had with a hotel, and I am completely disgusted. There were two women up front that day and the cleaning lady that were smirking and thought it was funny that I was now stranded by my car with my children.

The manager woman was the biggest issue, and I cannot believe you can treat a paying customer this way, let alone a human being. I will make sure my reviews for this hotel are left on all the booking sites as well because I would hate for someone traveling to ever have this experience again. Because of this, we had to leave our son's tournament early and travel back to Ohio that evening as we had no more money to get into another hotel.

I booked through Booking.com, so in order to get my refund, the hotel would need to approve a modification to the dates for the days I wasn’t there from them, but they, of course, would not respond. Horrible!