Don't get what you paid for
Posted Jun 4, 2015 on Hotels
We booked a king room and paid extra for premier room. However we were given a standard room with two doubles. They claimed since we booked through a third party (hotels.com) our room selection was a preference not a guarantee. However I showed them the confirmation from hotels.com. They still said they had absolutely no king beds for that first night. I was able to at least convince them to move us into a premier room albeit 2 doubles beds. It was pretty awful considering it was a weekend trip with my girlfriend. They said to try the next day to be moved into a king. The next day I had to explain the whole thing all over again to the front desk and then they tried to charge me $10 to upgrade to premier, but I refused and explained I already paid for it. They eventually gave in and out me in my correct room. However they were rather lazy and made me go to the front desk to get a new key. I recently stayed in another hotel (royal sonesta) and had to get my room switched, and they were courteous enough to bring the key to my hotel room. They didn't offer to help move luggage, not that I needed it, but it's a standard courtesy.
They kept trying to blame me for the wrong room because I used hotels.com rather than booking directly with them. It is their fault for their miscommunication with their business partner, not mine. The customer service is quite poor.