Nice hotel, but won't honor Expedia mistakes
Posted Aug 8, 2016
My son and I booked a two-queen room though Expedia. Hotel says Expedia had incorrect numbers, and they didn't have that available. Offered a King with a rollaway. They HAD a two-bed room (Junior Suite) but because we booked through Expedia, would not approve giving that to us. It was one in the morning - clearly no one else was going to use that room that night. I felt they could have been a little more understanding. The desk clerk was very nice and professional, but went to ask his manager for approval, and they would not approve it. Called Expedia to see if they would foot the bill for the upgrade to the Junior Suite since it was their mistake. They would not. Hotel was nice enough to offer us free breakfast for our two-night stay, even though it was not their mistake. The hotel did allow us to move to a two-queen room the 2nd night as it was available then. And actually, the rollaway was a twin that did not fold, so it was a real mattress, and was fine.
When we got to our room, the bathroom sink was clogged. They did send up someone right away even though it was 1:00 am, and it was promptly fixed.
A note about Expedia - after two calls in which they hung up on me once and transferred me back to the main menu when I asked to speak to someone else, my son was able to get to a person that actually listened to our problem, and refunded our money for the first night.