Brook Pointe = Brook Fail
While Brook Pointe (Inn / Hotel / Resort) may appear to be a friendly and quaint little establishment, BEWARE! There are several issues to be aware of. When we first started going there, it appeared to be a nice little getaway location. We joined the "loyalty program" for $79.99 which was to provide two "free" nights, early check-in/out, free upgrades, etc. However, we learned quickly that getting those nights was very difficult. Either they oversold the program, or they simply block you out of Friday/Saturday stays to maintain higher profit margins. They state only 5 free nights are available per night, but we've given them a list and still absolutely no Friday/Saturday night or Thursday/Friday night would be honored. It became such a hassle to even plan a stay that it was not worth it. Yes, it lowers the room rate to $39.99 for each of those nights, but then they turn around and charge you $10 per night for a "resort fee" which covers the amenities, which are supposed to be included in the program. This simply doesn't make sense. The rooms are worth about $40 a night, nothing special. The beds are not that comfortable, the showers are not that great (a new showerhead would do wonders), and the furniture is outdated. They post photos of a newly installed fountain and landscaping, but not an investment into the room repairs/updates that are desperately needed. The staff is spread thin and is not that helpful. They are so tied up in forms and policies that punish patrons, that customer service is sacrificed. A form to cancel, a liability form to check in, policies a mile long that punish patrons, etc. Forget something? Don't expect ANY FREEBIES here. You'll pay for those too! When we complained about all of this, we were sent to another website: theproblemcenter (dot com) to fill out yet another form. After that, I received a call from "Corporate" a joke in itself, telling me that because we gave them a 2-star review that they are blacklisting us from staying. And of course, they quote "policy" states that if anyone gives them a 2-star or lower review, they are put on a DO NOT RENT list. Really? Then they stated that since we didn't call the special number to check on rooms, we were in violation of "policy"… even though they responded and discussed via chat. Oh, and we did call as well. Then I stated that since they are not providing rooms, they owe us a refund since we can't use the program benefits. They refused, thus stealing our money. And when asked to provide a credit card receipt for the program charges they refused. LOL The SAME DAY we received a letter from Ben Plikerd (owner) trying to convince us to stay a loyalty program member by showing what value we are receiving and how the price is going up… NO THANK YOU. We'll save even more by avoiding this establishment & investing in higher-class resorts, gaining rewards with them. All while having excellent beds, nicer rooms, better breakfast, and the ability to get needed items we may have forgotten. Read the other truthful reviews that are 2 or fewer and read how they lash out at them. It's surprising that they are still in business. Customer service is lacking. This web of sites is all linked to INDIANATELEPHONENETWORK dot com and a generic "policy" site where the word "COMPANY" is listed in place of the company name (a template) here: www.williamjamesmorris.(dot com)/terms/. And we found a lawsuit against them by Janet Peterson (public record) stating injuries due to uneven sidewalks due to the establishment being "vicariously liable for the careless and negligent acts of their agent/employees while they were in the course and scope of their employment at the time of the incident". Further research has shown other concerns with this establishment and those employed by it. Something seems a bit fishy here. We are happy and feel safer to be done with them. We even reached out one last time to suggest that we part amicably, and they didn't respond. We suggest you RUN, don't walk away. It's simply not worth the hassle. Now as I stated earlier, let's watch them attack… 3, 2, 1… go!