"I had a very disappointing and unacceptable experience with this hotel. I booked through Expedia and received a confirmation for my reservation. When I arrived around 9 PM with my minor child after an overnight flight from Los Angeles, I was told there were no rooms available.
Instead of taking responsibility or helping us find a solution, the staff blamed Expedia and claimed they could not contact me because Expedia did not provide my contact information. That explanation was not true, and it felt like an excuse rather than an honest explanation. The hotel did not clearly explain why my confirmed reservation was not honored.
The staff was also rude and unhelpful. When I asked what I was supposed to do, they simply said they were sorry and told us to go to another hotel. Being stranded late at night in another state with a minor child after a long flight was stressful and completely unacceptable.
Even though I was not charged because I selected “pay at the front desk,” the issue is not only about money. The issue is that the hotel failed to honor a confirmed reservation, failed to communicate properly, blamed Expedia, and provided no meaningful assistance when we arrived. I would not recommend this hotel based on this experience."
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