2/10 Terrible
Yuko
Travelled with family
2 Oct 2024
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
On Saturday Sept 28, at about 9pm, I called the hotel to say we would be late for check-in, and they told us that the room we reserved was not available. They had no more two queen bed rooms we had reserved, so they had prepared one king for us. We told them this was unacceptable because we had 5 people in our party. They told me they were fully booked and the single king bed was the only room available. We asked if they could change the reservation to another hotel, but they said they couldn't do anything because it was a third-party reservation. There were five people in our party and we had already booked and paid for two queens and a sofa bed. We asked to talk to the manager, and they called him, but he wouldn’t answer the phone. The woman at the front desk just said "there's nothing I can do."
I tried to contact hotels.com, but couldn't get through to them at all. The front desk person said all they could do was give us bedding to make a bed on the floor. By now the kids were tired, so we were given an extra blanket and one adult had to sleep on the floor. It was the worst experience ever.
Yuko
Stayed 1 night in Sep 2024