Earl Grim Park

I booked my stay approximately one month in advance and specifically reserved a suite because we needed accommodations that would comfortably sleep six people. When we arrived, we were told the suites were all booked and that the only available suite had maintenance issues. We were instead given a small double-queen room, which did not meet our needs and was not what we had reserved. It took approximately 40 minutes to get us into the alternate room, and the front desk staff assisting us were not very knowledgeable about the situation or what options were available. Once we saw the room, we realized it would not work for our group, so we decided to stay at a different hotel. We returned to the front desk to address the cancellation and refund, but the staff again seemed unsure how to process the refund or what steps to take. At this point, we had spent well over an hour trying to resolve an issue that was not caused by us. I was given a receipt for my original payment, but the amount on the receipt did not match the total charged to my card. I understand that maintenance issues happen, but the way this situation was handled was extremely frustrating. I will need to continue working with Chris, the manager, to resolve the refund for the room we did not use. I would appreciate confirmation of the correct refund amount and when I can expect it to be returned to my card.