They don't honor room types booked on travel sites
Posted 26-Oct-2015 on Hotels
The hotel was full. As we were walking up to the door a mother was telling her kids to get their things as they were not staying as they could not get the room they had booked. The room I booked, and paid extra for, was not available when we arrived. They tried to put my grown son and I in a room with only one king size bed. I told them that would not work. They told me they didn't have anything else available. I told them I booked a room with 2 beds and balcony through hotels.com, and my confirmation shows this. She said they were not able to honor bed types that were on travel sites. One of them miraculously "remembered" a cancellation, which had two beds. The room did not have a balcony and I wanted to know how they were going to take care of the additional cost I had been charged for the room I booked. They said I would have to contact hotels.com. I took the room, not very happily, because I knew that I had to, due to ComicCon as well as a sports tournament going on in town, and there would be few hotels, if any, that were available. The room was meh. There was a large dead bug in the bathroom and the room smelled like smoke. There were no washcloths. Very few electrical plugs and zero ports. The free "high speed" wifi was a joke. The breakfast, while probably decent, was almost empty at 820 am. The kitchen hostesses were very rude and slow getting anything out. I probably won't stay again.
Comment from Hotel Management
02-Jan-2016 by Ashley, Hotel Management
I am sorry to hear about your negative experience during your stay. We always hope to provide the best possible experience to our guest. I apologize that this was not the case this time. I will forward your comments to the hotel management so that they are aware of the issues.