Nice room but not what we booked
Posted Jul 14, 2016 on Hotels
We reserved this room the same day that we stayed there and for whatever reason, the room we booked was not the room we received. The website said we'd have a pull out couch and a microwave & refrigerator as well as a fairly large room, but the manager told us they don't even have pull out couches & only a few of their rooms have a frig & microwave and they were all taken. While they did provide us with a roll away bed, I felt like it was very deceptive. When I mentioned it to the manager, she made it sound like she had tried to correct the info about rooms on hotels.com and had been unable to do it. In our conversation, she went on to make it sound like it was better to deceive people and make them think they would get a microwave & frig. Honestly, that ticked me off more than not getting the room I had booked. She called my room later and said she'd try to contact hotels.com and lower my bill (we had to pay through them rather than the hotel since we were booking a nonrefundable room), but as far as I can tell, that has not happened. While the hotel was actually very nice, breakfast was great, and it was convenient as we were heading home from a long trip, the whole episode with the manager and not receiving what we booked, left a bad impression and I would hesitate to go there again or book something last minute through your website.
Comment from Hotel Management
Jul 19, 2016 by Manager, Hotel Management
Thank you for reviewing the Fairfield Inn & Suites Council Bluffs. I am very sorry for the bad impression I left on you. We do have sofa sleepers in our executive suites, so I apologize for the confusion. I understand how frustrating all of this must have been. I hope that the next time you are in the area, we can have a chance to make up for this.