"We were extremely disappointed with our experience. Prior to our arrival, I called to inform the hotel that we would be checking in late with our family. I was assured that our reservation was secure, our room was available, and a note had been added to the system regarding our late arrival.
Unfortunately, when we arrived, we were told that the hotel had been overbooked and that our reserved room was no longer available. The only rooms remaining had not yet been cleaned, and we were offered one of those rooms instead. When we expressed our concerns, the only solution provided was a refund.
While we appreciate the refund, it did little to address the situation. Due to limited availability in the area, there were no other hotels with vacancies. As a result, my wife, our two children, and I were forced to spend the night sleeping in our car before continuing our trip the next day.
This experience was incredibly frustrating and stressful for our family. Given the circumstances, I feel that a refund alone was not an adequate resolution. If the hotel truly values customer loyalty and wants guests to consider staying with this brand again, additional efforts should have been made to address the hardship caused by the overbooking and lack of accommodation."
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