"This was my second time attempting to stay at this hotel, and I had previously stayed here for a period of time, so I had a certain level of trust in this property.
However, this experience was very disappointing. Due to a necessary name correction on the reservation, Expedia assisted in updating the guest name, and I presented the updated information to the front desk upon arrival. Unfortunately, due to a system synchronization delay on the hotel’s side, the updated information was not visible to them in time, and I was refused check-in.
In this situation, I neither checked in nor used the room, yet the hotel initially treated the booking as “checked in / late cancellation” and attempted to charge a full night’s stay, which I found unreasonable.
Even more concerning, during the follow-up communication, I was informed that I would no longer be welcome to stay at this hotel in the future. This was very unexpected and disappointing.
Although I eventually received a refund after multiple rounds of communication through the platform, the process was time-consuming and frustrating.
I would strongly suggest the hotel improve how they handle situations involving system delays, and provide more flexible and reasonable solutions instead of outright refusal and charging guests. As a returning guest, this experience was particularly disappointing and has made me reconsider staying here again."
