6/10 Good
26 November 2024
You pay for location, don’t expect anything more.
Upon arrival before the normal time, I spoke with the desk and told them my name. They conformed that I had a reservation for a “family suite” and that they needed additional time to turn it over. I understood this and was assisted by a friendly bell hop to hold our luggage as we went out and did tourist things.
When we finally showed back up to check in, I spoke with a different desk person and supplied my name. He asked me a second time was I sure that I had a reservation for today. I told him yes and that I already confirmed this with the person working earlier. After a few minutes he said “ I found one and it is a “premium room with one bed”. I told him that was a mistake and that my reservation was for a “family suite” with two full beds and a set of bunks. He told me that I made a mistake in my reservation.
He then told me to call Expedia and have them try to fix it. I told him I was not doing that and it was impossible. He repeatedly continued to argue with me even after showing him my email reservation. He told me that he could not give me the room since he didn’t have any left.
I told him that he needed to accommodate my family since it was the hotels mistake that they probably gave away my room to make more money.
He eventually gave me a room that was not what we reserved or paid for and I was not happy with this experience.
Michelle
Michelle, 2-night family trip
Verified Hotels.com guest review