"Despite informing the hotel that we would arrive at 2am, upon our arrival, we were told that our reservation could not be found. We provided proof of our booking through hotels.com, including the confirmation email, but were informed that the hotel was fully booked and no solution was offered.
We argued for two hours, but the staff insisted they could not assist us. We suspected the hotel had overbooked on purpose, and this was confirmed at 3:30am when a guest checked out. Five minutes later, the hotel staff informed us that our reservation had been found and that it would take 30 minutes to prepare our room. This clearly indicates that the hotel operates with an overbooking policy, which is unacceptable."
