If you're a pet owner, I strongly advise exercising caution before booking with the Heritage Inn. They only offer a very limited number of pet-friendly rooms, and unfortunately, these are restricted to the most basic standard accommodations. This critical detail wasn’t made clear during the booking process, which led to a major issue for me. Despite planning to stay at the hotel, I was ultimately unable to do so because none of the designated pet-friendly rooms were available upon arrival.
As a result of this situation, I never actually checked in or stayed at the Heritage Inn. I expected the hotel to issue a refund, given the circumstances and the fact that I never used their services. However, they outright refused to reimburse me. This lack of flexibility and unwillingness to resolve the issue demonstrates a concerning level of disregard for customer satisfaction. Based on this experience alone, I would not recommend this hotel to anyone. Their approach felt unfair, unaccommodating, and frankly, dishonest.
The customer service I received from the hotel was disappointing to say the least. There was no empathy, no willingness to listen, and certainly no effort made to make things right. It was a frustrating and stressful ordeal, and I was left feeling completely unsupported by the staff at the Heritage Inn.
Thankfully, my experience with Trip.com, the platform I used to make the reservation, was entirely different. Their customer service was exceptional. They took the time to understand the issue, reviewed the situation thoroughly, and ultimately issued a full refund. Their professionalism and commitment to customer satisfaction stood in stark contrast to the hotel’s behavior, and I could not be more grateful for their assistance.
The Heritage Inn could learn a lot from Trip.com when it comes to treating customers with respect and compassion. Rather than holding on to someone’s money for a stay that never happened, they should focus on offering fair policies and a customer-first approach. Experiences like this make it clear that transparency and accountability should be standard in the hospitality industry—unfortunately, in my case, the Heritage Inn fell far short of both.
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