Mountain Star Inn — Hotel in Cedar City

I really don’t like writing these reviews, but I had such a horrible experience I want to warn others before choosing this place. I made a reservation for Labor Day Weekend on Expedia, and when I arrived to check-in, the lady at the front desk asked me how many people will be staying. I told her 3 if you include my 3 year old daughter. She said the room I booked can only accommodate 2 people (1 King bed), and I told her I understand. I will pay the difference to upgrade to a room with 2 queen beds. She rudely told me I need to make that change through Expedia. I reached out to Expedia, and the Expedia rep told me she was unable to make the change because the reservation is already “in progress” since it was after my check-in time. Makes sense to me, so I let the lady at the front desk know the Expedia rep can’t make the change, and that she will have to do it. She told me, “Hold on, I need the other guy here to look at it.” Meanwhile, the Expedia rep called the motel to explain to them they would need to update the reservation. The other man working the front desk that answered the phone did not give her a chance to explain, told her “no refunds, we’re fully booked” and hung up. Mind you, they were not fully booked because two more people walked in while I was trying to sort this out and booked rooms with 2 queen beds. The Expedia rep called again and spoke to the woman this time. The woman told her there’s nothing she can do and to just send her an email. I realized we were getting nowhere and asked the lady at the front desk what we can do to resolve this. She said she had one room left and she needs the Expedia rep to make the change for me. She refused to talk to me about the reservation. At this point I had been going back and forth with these people for like 45 minutes. My husband and 3 year old (who had to pee to make matters worse) are in the car waiting this entire time. I walked out, and we are currently driving back home to Las Vegas. I don’t want to get stuck with two hotel bills for the weekend because I have zero confidence these people who refused to let me check into the room I paid for and refused to help modify my reservation are going to refund my money. How hard can it be to do a room change and charge me for the difference? Anyways, stay away from this place. The WORST customer service I have ever experienced, and they ruined all the plans my family had for...

Updating based on the initial reply from the hotel as their response is not accurate.

1. I did not book online 2)since I did not book online i did not see the check-in time.
2. I booked on the phone, the person said I could NOT CHECK IN past 10pm, not that I could but with surcharge.
3. they still have not returned my calls to discuss, nor refund my money.

It shouldn't be this much of a hassle. don't support a business like this. BBB here I come

1 star for horrible customer service and business practices I didn't actually stay here but still was billed for a night.

I called in to make a reservation the night of. I was told they had many rooms available but I decided to book a room as it was a very cold night and I didn't want to risk not having a room as I was passing through. I gave my information to book the room, and then let the person know I would be arriving around 10:15pm. They told me I could not check in past 10pm so I asked to cancel the room, they said OK.

Well, credit card was charged and never refunded. I called a couple of weeks later and spoke with the same woman who I booked with and she told me "you cancelled your reservation the day of, so you have to pay" I explained the situation and that I had spoken with her... she said they do late check-ins until 11 if you ask... however when I booked the room I asked and she said she couldn't accommodate past 10pm check-in. I cancelled the reservation during the same phone call!!! 30 seconds after making it!!! It is not like I had made a reservation even the day before and then cancelled, it was the same phone call. I was told by her she could do nothing but would have manager contact me. a week later nothing. I called back and spoke with someone else. He couldn't do anything for this situation "since he didn't make the reservation" but would "leave a note for the manager" since this person is out of the country for at least another week. I requested if they could try and contact the person in addition to "leaving a note" I am not holding out hope, and I am assuming they are stalling until I give up and let them keep my money.

Might be a nice Hotel, but horrible customer service and business practices. I drive through this area a few times a year and would never consider staying there. Be careful...

I will point out that I rarely give a BAD review of anything... But I feel compelled to at this juncture for this lodging. I arrived after booking through a booking site. When I checked into my room it absolutely reeked of air freshener, and then the TV did not function. An older man on the staff (management?) came to my room to help me with the TV and was unable to do so. After he left a young man arrived and moved me to a nice, larger 2 queens beds room. ....So far this is okay. At about 8 p.m. I stopped by the front desk to request discussing extending my stay another night. The same young man was there who had directed me to the larger room. He said the management was out but would be back in 20 minutes and would call me then. I left for an hour and wasn't called by the management ever. ......The reason I wanted to talk was I needed an extension for another night....I was working at 6:45 am and had to leave for work at 5:45 am. Nobody ever called me. I was gone all day at work. I needed the room upon my return that evening. When I arrived back at the lodging I was informed my room was going to be $312 for the second night!! .....Oddly, no one contacted me to discuss the situation, but then they raised my rate from $50 to $312 and now it's 8:00 pm, my stuff is still in the room and I had no choice but to stay there that night. I said that I felt that I was being taken advantage of but they didn't budge on the higher, excessive rate for that night. .....So, after booking one room and having to be moved to a better nicer room, I am now charged vastly more money for that room on a second night. The management did not contact me to discuss being there that second night and the charges that would ensue... (And when I ask another guest before my departure the next morning, they had paid something like $50 a night). I'm not sure they are ever able to actually get this ludicrous $312 a night that I was charged... I feel I was taken advantage of and I was not happy. ....Finally, I asked for a receipt and was told that they would email it to...