Business ProfileforThe Coho Oceanfront Lodge

I booked this hotel on hotels.com (Expedia). I specified on the booking site that I wanted a pet-friendly room. I assumed they relayed the information to the hotel. I arrived and I was very obvious about my dog. I even thought they gave me a room with easy access to the outside because of my pet. When I tried to check out, they shooed me away and told me that I could get my receipt from hotels.com (they said Expedia). So I trusted them and left. I never did get an official receipt, but later that week I saw that I went from a $176 charge to $455. Hotels.com said they show $176 on their records. They called (and I called) the hotel and they said we had to wait a day for the manager. They said they didnt know what to do. The next day the manager emails me because he doesnt have my phone number on file. So they have none of my booking info? Not even my phone number? Just my email. The manager told me that they were charging me $270 for a cleaning of the room. There was not a hair (my dog was a 15 lb shitzu with short hair and she doesnt shed. And she also cant use her back legs and shes housebroken. There was nothing to clean in that room). I told him I was not informed of this and assumed that I inputted this info online. He said that what we I signed said I had to declare my pet. I thought that I did. And as I mentioned, I received no receipt or explanation or communication of these extra charges. To me, they did not do their due diligence dealing with the booking company and they failed to inform me of these extra charges. I told the manager I was going to be writing bad reviews. He said if you want to slander us, then fine. I said if something is true, then its not slander. Bad reviews and bad word of mouth is the natural result of what took place. The lack of communication and transparency by this business is disturbing when they have my debit card on file. Ive turned this in as a dispute with my bank as well.

*******,Thank you for taking the time to share your experience. Upon reviewing your reservation with Hotels.com, there was no indication from them letting us know you were bringing your dog. As I mentioned in each of our conversations, you were provided a confirmation letter with written instructions to contact the hotel directly to make arrangements for your pet. In addition to the instructions you were provided in your confirmation letter, you also signed a registration card agreeing to the $250 non-refundable fee for not disclosing you had a pet with you. We provided multiple opportunities for you to inform us of your pet which you either failed to read or ignored. At the time of your departure the fee had not been applied to your account and that is why the staff was not able to provide you with a receipt. The fee was charged after housekeeping reported evidence of a dog being in a non pet friendly room.