Upon arriving at the hotel around 10:30 PM, I was informed by the front desk that my reserved room was no longer available and that I had been “upgraded” to two separate rooms. This arrangement was not acceptable, as I was not willing to split up our family. The manager stated that the room I originally booked and paid for was unavailable and offered the option to leave and receive a full refund. Based on this assurance, we left the premises.
However, when I later followed up to claim the refund, the manager declined. As our visit was only for one day, I was unable to return to the hotel to resolve the issue in person.
Additionally, the condition of the hotel was extremely concerning. Several rooms had broken windows boarded up, and many doorknobs appeared to have been tampered with or replaced with makeshift locks. The overall environment felt unsafe and poorly maintained.
Fortunately, I recorded the conversation with the manager in which she clearly stated that a full refund would be issued due to the hotel’s error. I intend to hold the hotel accountable based on this evidence.