Reservation not honored
Posted Sep 22, 2016
I paid IN FULL 3 weeks in advance for one room with two double beds, non-smoking, for two nights. When I got to the hotel after driving for 15 hours, I was told that they could give me one room for one night non-smoking, but could not guarantee a non-smoking room for the second night. The hotel supposedly guarantees late arrivals, yet they could NOT PROVIDE US WITH THE ROOM THEY ACCEPTED PAYMENT FOR. The receptionist blamed Expedia. I called Expedia, they blamed the hotel. The receptionist "explained" how the system works and how there will be numbers of people checking out the next day and perhaps a non-smoking room will be available. I told her I don't care about their computer system, all I care about is getting the non-smoking room for two nights I paid for. She could not guarantee it and I wasn't going to check in and then be forced to spend the second night in a smoking room because they were never going to find me a non-smoking room. So we didn't check in and went looking for a new hotel, two females at midnight in Chicago. My daughter is starting college, and this was going to be our hotel to go to for the next 4 years for every visit. I already cancelled an October stay with them. I will never go back to this hotel, and would not recommend it to anyone, as they are willing to overbook and ignore what was already reserved. Worst hotel experience ever.