When we arrived at the Microtel Inn & Suites they didn’t have the room I reserved. Instead of admitting they overbooked the hotel, the Manager blamed Hotels.com, he claimed they didn’t send the correct room request, which was not true, I had a confirmation with the exact details.
What made this worse was the manager’s complete lack of initiative in trying to make things right. No effort to help us find a comparable room elsewhere, no genuine apology, just a vague offer for a discount on a much smaller room that didn’t meet our needs. It felt like they were hoping we’d just take what we could get and not make a fuss.
We ended up having to scramble for ourselves. It was incredibly stressful and disappointing. I understand overbooking happens, but the dishonesty and lack of customer care were unacceptable. I would definitely not stay here again.
However, Hotels.com customer service was great, and they did give me a refund.