4/10 Poor
Kathryn
Travelled with family
27 Feb 2024
Liked: Room comfort
Disliked: Staff & service, property conditions & facilities
Double charged us from a hotels.com reservation!!
We booked through hotels.com for a room with 2 double beds and a pull out couch for our family of 5. When I arrived I checked in, gave him a card for incidentals and was given a key, went to the room to find only a king size bed. I went back down and said I needed a 2 double room and the gentleman apologized and said that they don't get much information from hotels.com reservations. Anyway, he gave us a new room (the one we booked) and we were on our way. We were on a roadtrip, so truly only sleeping there and then leaving first thing in the morning, so we weren't about to complain, but the room had a lighbulb out in the lamp by the couch, the nighstand table attached to the wall was at a serious slant (I was worried my phone might fall off) and the room didn't have any bedding for the pull out couch. We called to the front desk and had them bring us up some bedding.
When we returned home, we found that the hotel had charged us for the night stay (double charging us since we had already paid hotels.com). They are claiming now that we have to call hotels.com and get them to pay them or they will not reverse the charge. This is ridiculous! The hotel is chosing to use hotels.com, they should have to deal with these issues. They also claimed they didn't have record of it as a hotels.com reservation, but the person I checked in with acknowledged it right when I checked in! This is either malicious or they are very incompetent! Another review claims the same double chrg
Kathryn
Stayed 1 night in Feb 2024