2/10 Terrible
Genia
Travelled with family and small children
15 May 2024
Disliked: Staff & service
A reservation, pre-paid weeks in advance, may not hold your room at this hotel.
We arrived in the lobby, luggage and infant in-hand, only to learn that our room had been given away because the hotel allowed some people to extend thier reservations and has a "first-come, first served" overbooking policy. No one even attempted to contact us to say that our room was in jeopardy. We have stayed at this hotel several times before and not even our loyalty was considered.
We were able to find a new hotel but what would we have done if there had been some kind of event in town and hotels were sold out? The Double Tree paid for one night of the stay at our new hotel but that felt quite insufficient given the level of inconvenience.
The hotel tried to point out that this had never happened to us before, during our many stays, as some sort of consolation. How many times do you need to be completely displaced before a complaint has merit?
Genia
Stayed 3 nights in May 2024