We had a confirmed reservation at Aloft Florence through Hotels.com . After driving all day with two young children, including a toddler, we arrived late at night only to be told the hotel was “fully booked”—even though our reservation was active in their system.
The woman at the front desk refused to help, hid in the back room, and ignored us for over 30 minutes. She eventually said her manager told her to send us to a nearby motel, then hung up and refused to answer the phone again. We were left exhausted and stressed, with no assistance, and had to find another hotel at our own expense.
Completely unprofessional and unacceptable. Avoid this hotel unless you want to risk being stranded, especially with kids.