I reserved two rooms through Hotels.com, but upon arrival at the hotel, I was told there was only one reservation. I showed the desk clerk my confirmation for two rooms, but she was dismissive and unhelpful, refusing to contact Hotels.com to verify the issue. I had to pay for an additional room out of pocket and was later charged for three rooms total, even though we only used two.
After investigating the situation, I learned that both rooms were indeed reserved under my name, but one was listed under my father-in-law’s name as the occupant—standard procedure when booking multiple rooms. These should have been linked under the same folio in the hotel’s system, but the front desk staff showed no willingness to assist or resolve the confusion.
When Hotels.com reached out to the hotel to request a refund, the hotel refused. To make matters worse, during checkout, I witnessed the same front desk clerk offering equally poor service to another guest who had concerns about bed bugs.
Overall, the lack of professionalism and customer service was extremely disappointing. I would appreciate a refund for the unused room and hope the hotel takes steps to improve staff training and communication.