We have loved Good Hot - the vibe, the culture, the beauty, the diversity, the inclusion - but be warned: when they mess up, they will not take responsibility, they will not make it right, and even worse, they will not be nice - which means your day will be ruined. We arrived after the long and stressful holiday drive to Good Hot to be told somewhat aggressively that our reservation had been canceled and we “should know”. It evolved over the next few minutes that staff claimed to have texted and emailed us, both of which turned out to be false. When we said we were never told, their response (instead of “how can we make this right”) was to double down. We were told a text was sent to a “955“ area code, which is an area code that does not even exist in North America.
We were also told an email was sent to an email address that consistently receives marketing material from Good Hot, but there was no email - including no email in the spam or junk folders. When it became clear that Good Hot had messed up, we stayed calm, curious and quiet but their entire response was a somewhat aggressive stance of sticking with their belief that we “should have known” and that this issue, and its impact, was some kind of shared responsibility. When a text was forwarded to us as we stood there on the property (to the actual and now supposedly-“fixed” phone number), we learned that their cancellation was only supposedly sent the day before, on July 4th at an unspecified time. The tone of that text could only be described (at best) as passive aggressive “mistakes were made“. And even worse than being told falsehoods was the attitude as all this unfolded. After awkward silence, and it becoming clear that this group of people had traveled far to meet here, we were grudgingly told maybe we could “hang around“. We stayed for few minutes for talk to and laugh with the friends who had driven so far, and during this time the staff - dramatically unlike our previous experiences- was just short of openly hostile. No one was kind, no one came forward to sincerely apologize, no one smiled, no one would make eye contact. No one even offered us the tea everyone gets. We obviously left. In addition to the attitude and the falsehoods, there also was no effort to take responsibility for or do anything to make up for their never notifying us, much less the hours spent on the long drive and having our plans for the day destroyed. We so far have not gotten our money credited back. We were told in the same passive-aggressive text we finally received while standing on the property that we would - like everyone whose reservation is cancelled, notified or not - get a 10% discount on one future reservation. That 10% off doesn’t even cover the cost of the gas we spent to get there. Bottom line: BUYER BEWARE Good Hot seems fabulous but when Good Hot messes up, you will lose literally hours of your day, they may lie to you like they did to us, they will make no effort to make it right, and they will...
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