Best New Cumberland Hotels

In January I rented 2 rooms for this past weekend off of trip.com as a nonrefundable booking so I paid for rooms at time of booking and money was immediately charged to my account. Got to hotel for check in, Sherri(sorry if spelling wrong) asked if I wanted to use card on file and I explained I already paid. She said it was a hold for Incidentals so I said ok. She said the computer wouldn't let her use that credit card so I scanned a different one. I then checked my credit card app to see how much hold for incidentals was and it showed being charged for both rooms for a higher price than what I paid. I asked her about it and she said the second room was unable to charge the original card so it charged to that credit card. I first explained it was all pre paid and showed her where it came out of my account in January and on top of that it also didn't make sense that the hotel amount was higher than what I booked at on trip.com which I also pulled up and showed her. She said that my my fault for ”using a 3rd party” because they cannot guarantee rates booked through them. She said I would have to contact them and I asked if she was saying trip.com was a scam and she said it was possible (even though trip.com is a well known booking site and I've never had a issue before). I explained I only thought the hold was for incidentals as she mentioned and was not expecting almost $300 more to be charged and she said there was nothing that could be done as her manager was not in until Monday and the assistant manager had recently quit and they were not allowed to contact their manager on her days off for any reason. I asked multiple times for her to contact her manager since this was a signifant problem as I had not expected a extra charge for the weekend and because I was from out of state it concerned me no one in charge would be available for another 3 days and by then I woukd be gone. She continued saying she was absolutely not allowed to contact her supervisor under any circumstances. Another coworker with her agreed with her. I will say neither employee was rude, but it is ridiculous there is no one they could call to get help. They said corporate would not be able to be of assistance then either and only thier manager who was not available until Monday and they were not allowed to contact on her days off. Other than that (and the fridge not getting cold until the last day).... the hotel,pool, and breakfast were all very nice. Show less

The woman at the front desk was rude, unfriendly, very unhelpful, and didn't care. We were only allowed 1 room key and when we asked if we could get another key made after midnight when one of our party made it in, she said she doubted it because they didn't have enough keys. When we asked again later, she said the same thing but also said that she wouldn't be there, so she didn't care. There was 3 in our room and 2 sets of towels. When we asked for an extra set of towels, she said they were out and that maybe if the next front desk shift felt like doing laundry, then maybe we could get one. Hotel was clean and nice, just not the front desk staff person we had to deal with.