CDOrazio12
July 22, 2024
We had a prepaid room through a festival. Our reservation was confirmed. in the afternoon our group checked in and left our keys to our room at the front desk. When we got there at 1:30 AM after driving over 8 hours, we were told our room was given away and they had no other rooms. The person at the front desk thought that was it. Wasn't going to do anything about it until I pointed out that we still needed a place to stay. She then called her manager and started complaining about the other staff instead of actively trying to secure us a room somewhere. (He messed up the coffee, stick in the water, signed in to the computer under someone else's name...etc) I had to keep interrupting her conversation to remind her that it was now almost 2 AM and we were still roomless with a child. She did mention their sister hotel a 15 minute drive away was fully booked but she could call and see if they could do anything. We pointed out if they weren't able to do anything, how would the other, besides we needed a walkable distance to the festival at the Arena across the street. We mentioned the Double Tree around the corner had rooms available (saw online) but she made all sorts of excuses as to why she couldn't do that. One of which being that she couldn't find their number other then the 800 number. She was finally forced to call them when I looked up their number on Google and gave it to her. Thankfully, Double Tree had an opening and we were able to go there... Horrible customer service and absolutely no offer for refund, etc, even though by giving away our prepaid room they charged double for that room that weekend!