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Manitou Springs Vacation Packages

We checked in at 8pm after a long drive and never got a code to get into our room till 10:20 pm called, text, drive around for 2 hours. Finally at 10pm we had to check in at a different hotel because no one was helping us and it was late and our child needed to go to bed. They refused to give a refund because that is their policy. Yet their policy also says they will text the room number and door code once you check in. Not 2.5 hours later will they send a code. If you want a place to actually stay dont stay here. Poor customer service and not helpful when they screwed up on their end. Also expedia was no help either and dont help their customers out with booking problems. Have documentation from both hotel and expedia and no help