I booked a deluxe room with one king bed for 5 nights for a trip with my husband. However, when I arrived at the hotel around 9 PM, I was given a room with two single beds instead.
The frontdesk staff informed me that my reservation was marked as a ‘random room’ and said there were no king bedrooms available until the 4th day of my stay.
I reconfirmed my booking on Hotels.com and it clearly showed a king bedroom. I contacted Hotels.com customer service, who first suggested a room change or partial refund. When I asked for a king room, they told me the hotel would contact me directly, but it was already late, past 10 PM, and I hadn’t even had dinner yet. I went to the frontdesk directly but the hotel staff reiterated that they had already informed the agency no king bedrooms were available. I felt very helpless in this situation. I requested a partial refund through Hotels.com, but although my message was shown and read, I never received a response. I followed up again yesterday but still no reply.
I want to note that the hotel staff were kind and I have stayed at this hotel four times before with no issues. However, the poor communication and lack of accountability from Hotels.com ruined this trip. I expected much better coordination and customer support.