I had booked and prepaid for two nights at this hotel through Expedia specifically to attend my 20-year graduation reunion at Queen’s University.
When I arrived at the hotel, instead of being checked into the room I had reserved, I was handed an envelope and told to take it across the street to the Residence Inn, where I was apparently expected to stay instead. This was done without any advance notice or communication whatsoever.
I was told that there had been burst pipes in the building and that some rooms could therefore not be used. However, when I arrived, there was nothing apparent at the property to suggest that there had been a significant plumbing emergency, nor did I see any repair work underway. Given the circumstances, I have serious questions about whether the hotel had actually overbooked its rooms and was relocating guests to the Residence Inn. I have asked Expedia to investigate and verify the explanation provided by the hotel.
I subsequently spoke by phone with an individual who identified himself as the owner. Unfortunately, I found his manner dismissive and unsympathetic to the considerable inconvenience this had caused. When I asked why no one had contacted me in advance to advise me that my room would not be available, I was simply told, “Sadly, we didn’t have your number.” Considering that the reservation had been made through Expedia, I find it difficult to understand why no attempt was made to contact me through Expedia or otherwise.