Reserved Queen Beds, Got King Bed
Posted Mar 16, 2017
I usually stay at this hotel for business, but for a family trip, I reserved a room with two queen beds because my wife and kids were accompanying me. Unfortunately, on check in, the desk clerk informed me they were "overbooked" and there were no rooms with queen beds. So for the first night, our family uncomfortably had to squeeze into a single king bed and the pull-out sofa. Not holding the room type that the customer reserved for their needs is not customer friendly, and I will be reluctant to book here again for my family.
One positive note is that the next day's service representative, Yolanda, was extremely apologetic and switched us into a queen for the remainder of our stay. In fact, she offered to put us in the largest queen room they had to make up for our experience, and throughout the rest of our stay she remained alert to our comfort and needs. If we come back to this Embassy Suites, it will be because of her. I hope management will learn from this review and other families will not have a repeat of our bad experience.