2/10
Upon arrival at the hotel was told my name was "not in the system", no reservation was there, only able to rent a room at a higher rate. Clerk went on to say when rooms are sold out at a certain rate, reservations were cancelled & we were not the only ones affected. It was a common practice. Never received any cancellation notice from Hotels.com or the hotel. The clerk was not interested in my Hotels.com reservation print out. Now I see why she was in a secure area behind glass if they treat customers like this. After driving from Florida that day I paid the higher rate. Contacted Hotels.com and after a few back & forth emails, the hotel did call. Unknown why the reservation was cancelled. What is known I had to pay a higher rate. Still no refund, no apology. The rooms were clean but smelled of smoke even though it was a "nonsmoking room". Bare bones, no frills. Restaurants close by. Doubt I will use Hotels.com again.
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