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My cousin came from out of state flew in rented a car and headed to Cloverdale Wine Country Inn where she had a reservation for 2 weeks. When she arrived it was 11:30 p.m. and even though the website states they have 24-hour check-in service nobody was in the office it was closed and the lights were off. She knocked and knocked, at this time it's now quarter to midnight. They knew she was coming and yet nobody received her. After a long day she was exhausted and called me at near midnight. I explained to her to go to Motel 8 at the south end of town and hopefully somebody would be there to receive her so she could get some rest. When she explained to the customer service rep there they claimed this happens all of the time. I want other folks to know what might happen to them. This is not acceptable. The on-site employee is named Oscar. When my relative called in the morning to see what happened he dismissed her complaint and was quite ”sweetly” rude. The general manager Sue Patel needs to know what's going on and has been going on for quite some time apparently from the numerous responses I got on Facebook's Cloverdale community page. Others have had the same issue when they've had family members come to visit. No one is in the lobby to receive them and nobody answers the door after repeated knocking. The receiving person is taking advantage of their position by not being available to nighttime travelers. I hope somebody reads this with the power to fix this issue. My cousin has been coming here for years and has never had this problem before when Sue Patel was running the hotel. Now Oscar is in charge of hotel reservations and being quite lackadaisical in his duties.