We booked a superior suite on expedia, on arrival received a standard double room. We spoke with Reception and later the manager. They told us they could not move us, as the hotel was fully booked however we could move to the suite the next night ("at no extra cost", even though we had already paid a deposit for the superior suite) but had to check out and then recheck in, taking all belongings with us. The manager stated that this was the fault of expedia as well as my fault for using expedia, stating that the booking information was unclear and would not refund any portion of the room price. She told us that we had to take the complaint/refund request to expedia. She also blamed upper management for not addressing these issues with expedia stating they have had several booking complaints in the past. At no time was even an apology offered.
We had to use the hidabed to accommodate us all.
Other negatives - no extra bedding or coffee, dusty behind hidebed, no tea towels, no TV. Floor boards gapping.
Expedia dealt with our complaint very well offering an apology and compensation. We were very happy with Expedia's response but appalled by the extremey poor customer service from the Hotel Manager. Even after expedia called the hotel, they would not compensate us or apologise.
I have worked in the Hotel industry and rest assured this is not a frivolous complaint. I have never encountered such poor customer service.