I booked a room around 1pm on 26 Jul. We needed to be at a friend’s house (surprise party) by 3:30 and were not able to check in before our event, so we had to wait until the event was over. Unfortunately, it was past midnight (was 2am). We tried to check in, but the person at the front desk told me they sold the room and added even if they had the room available, they would not be able to check us in since it was past the date of my reservation.
I showed her my email confirmation, the booking, and asked how could she sell the room if I already paid for it? She said again she couldn’t check me in since it was no longer the 26th, it was the 27th. (I have checked in at other hotels past midnight so I don’t understand the issue.) Anyway, she suggested I check out another extended stay down the street (not that she offered to call or anything). It was clear she wasn't really going to be helpful.
Since she could not check us in, I requested a refund. She asked if I booked directly through them or through a third party. If it’s a third party you need to take it up with them she said and walked away. It was about 2:15am by that time, NOT the time to be looking for another hotel room! This issue was not only extremely inconvenient, it could have potentially been dangerous to be out looking for other hotel accommodations at that time. I called my friend and we were able to sleep on the floor at their house.