Hotel Phillips — Hotel in Bartlesville

False information about room availability but will still take your money and reserve your stay. Dont book here! Didn't have enough money to book anywhere else as they took it all only to issue a refund that I won't see for 7 business days! Missed my sister's College Graduation because of this! Im furious! Tried asking what they could do for me and they told me I was just out of luck and hung up on me! Don't take the chance, this has happened here before. Won't be booking with them ever again!

Response from the owner

Marcus, We do apologize for the miscommunication on the phone this morning.

When you were unable to complete your original reservation, due to lack of available funds, the room was left available online. Between that time period and this morning, another guest completed and paid for the room online. The employee that accepted your payment over the phone this morning, was unaware of the other reservation that had been completed in the meantime. As soon as this error was noted, you were fully refunded and contacted via telephone.

Our hotel rooms are fully booked through the weekend, so our only options were to issue a refund or a voucher for a future stay. You had thoroughly expressed concerns of your tight budget, so we elected to issue the refund rather than a credit voucher.

Unfortunately, when booking over the phone, all payments are processed through Square. Which has a 2-7 day processing period for all refunds, so you will see the refund within that timeframe.

(Updated to Reply) When we had a financial emergency happen I realized that I would need a few more days in order to pay. We actually made an agreement with the booking agent and the owner that the room would be blocked off so that I could reserve the room directly through the hotel and call to pay 2 days later. We immediately reserved the room again with you over the phone. This was confirmed to be successfully arranged and taken care of per our agreement with me and with booking. I have confirmation email and reservation number. Lack of communication or accountability of your employees isn't the fault of the customer. Telling someone that you're just out of luck and hanging up mid conversation is bad business practice and speaks volumes about how I can assume you treat other customers as well. You also stated that you issued a refund already before you even called. So the concern hadn't even been established yet. Bold faced lie....

I booked a room here on October 6th to stay the night before the Woolaroc car show. I was called that day and told that the room I booked had no power and they were going to need to cancel on me. I was understanding and was promised a refund. I have since called 4 times to inquire about the refund I have yet to receive. The first time I was told that the lady that does the refunds has been off and is backed up but should get to it either today or tomorrow. The second time I was told they would call her to confirm she processed the refund and call me right back, I never received a call back. I called the next day and asked again about my refund and told the staff member I would be calling back in 20 minutes if they didn't call me back this time. He returned my call saying the refund was processed that day (now a full 10 days after I was canceled on) and it should be in my account in the next 3-5 days. It's been over a week now since that call and still no refund. I called today to ask again and no one answered. All I want is my money back for the stay I did not get to have.

Update: Shawn from the hotel called me back after I posted this review. He stated he would follow up with the refund again and would call me back. 4:59 I call the hotel since I had not received a call back and no answer, Shawn calls me back immediately. He tells me that to refund had been processed "a few days ago." I last spoke with him a week ago, at the time he stated the refund was processed that day. Which is it? Either way I have yet to receive my refund for a room I did not cancel, the hotel canceled. I asked for an invoice to be emailed to me for proof this refund was actually completed. Still waiting on that too. I understand the 3-5 processing time for refunds but the weeks it took for the hotel to initiate the process is unacceptable ESPECIALLY since they were the...

WONDERFUL experience. I'll admit having grown up in Bartlesville, I was a bit cautious when we booked our stay, and we only booked a few days just in case the former Phillips 66 owned hotel had lost its luster. However, from the moment we walked in, things were perfect and we extended our stay to two weeks. The landmark building is now a mix of mostly long-term apartments and around 18 hotel rooms. Everything was extremely clean, they did a wonderful job of restoring and retaining the building's original charm, while adding modern touches like a work out facility, conference room and laundry facility (which takes Apple Pay). The rooms are of similar quality as you'd find in a corporate branded four or five star hotel - with a "freshly remodeled" vibe, thick carpet, extremely soft and comfortable bedding, and a small kitchenette with all the needed amenities. The shower/bath always had hot water and linens were always available upon request. I really can't think of any down sides- as I mentioned before, since the building is primarily apartments, there's not a nighttime concierge - but that never presented any sort of problem. A parking lot is across the street, free, and well lit. There is a coffee bar/ restaurant inside the hotel which is open from breakfast until around 2pm daily (aside from Sunday). They served up great iced coffees, sandwiches and biscuits and gravy. The rooftop features a sitting area and I'm told an outdoor cooking area will be added soon. Overall, Hotel Phillips is great value for money (and less than most equivalently rated hotels in Bartlesville), but regardless of price, I think it's the best Bartlesville has to offer when it comes to a...