I booked a Two Queen Bed room through ******* for my father-in-law and his relatives. While I didn’t travel with them, I made the reservation to ensure they had a room that would comfortably accommodate three adults. The reservation was clearly for two beds.
When they arrived at the hotel around 2 a.m. after a long road trip, they were given a room with only one bed, which is unacceptable for three grown adults. On top of that, they were asked to pay a $50 deposit, which we weren’t expecting, but we understand that may be standard.
What made this experience worse was how it was handled. I called the hotel myself once I found out what happened, and the front desk simply told me that the room they received “cost more.” That made no sense — the room had fewer beds than the one we reserved, and it certainly didn’t justify giving them the wrong room without explanation or apology.
My father-in-law doesn’t speak English, and while I don’t expect the staff to speak Spanish, I do expect basic courtesy and patience. Instead, they came off as impatient and frustrated. No effort was made to help or make the situation right, and when I spoke with staff myself, they were dismissive and unwilling to address the issue.
I didn’t continue pushing at the time because it was clear nothing was going to be done, and my family just needed to rest after traveling — but this was a clear failure in service. They didn’t get what we paid for, and no one took responsibility.
翻譯
