This is a very nice hotel with nice rooms and a very fancy swimming pool, etc etc. What isn't nice about this hotel is their customer service. The way I was treated by the guest services supervisor, Eric McWilliams was without question the absolute worst customer service I have ever received. I had booked some rooms about 5 weeks in advance and was given a pretty good rate. I was surprised that the phone transaction had gone so easily and that I did not need to speak to a supervisor or anything. It was agreed that I would pay a single price for both rooms. I found it strange that I did not need to pay at all upfront or anything to reserve the room and that I would be charged upon arriving. When I checked in, I was charged twice for each room and when I went to explain this error to the supervisor, he stated that, contrary to the phone conversation, the quoted price was for each room. They were trying to double charge me and go completely against the prior reservation. In addition to that, the e-mail confirmation I received when I made the reservation did not quote a specific price in the receipt. Why an organization would not provide a price in a receipt is beyond me. When I explained this to the supervisor, I was forced to wait 20 minutes to even speak to someone about this issue. The supervisor lied to me and stated that he made the reservations himself. I know this was untrue because I very clearly spoke with a woman and the supervisor was very clearly a male. He then proceeded to condescendingly tell me that this was my error and took no accountability for the errors of his employees or himself with the pricing. Not only was he rude, but he had no problem admitting that this was absolutely terrible customer service and that he had no problem taking zero accountability for his errors. More than that, he was crass, callous and showed no willingness to do ANYTHING to make my experience better. I requested a refund on my second room as I was unwilling to pay double the initially agreed upon price. It took the supervisor about 20 minutes to issue a simple refund (a process that should have taken no longer than 1 minute). Not only that, but the supervisor did not actually process the refund because the charge was still on my account several days later and had not been refunded. I now have to go through a dispute process through my credit card company. On top of that, it took the staff roughly 20 minutes to find my room at the initial check in and it wasn't even ready. I had to wait an additional 1.5 hours for it to be cleaned and prepared. Nothing was done to accommodate my inconvenience either. If you see the guest services supervisor Eric McWilliams, move quickly in the other direction unless you like being spited on, double charged and talked down to. Great hotel, great rooms, but absolutely the single worst customer service experience I have ever had.