We arrived after midnight and found that our room - which we had already paid for - had been given away.
Yes, we had called at 1030 pm to say we would be in after midnight and -- even so --our room had been given away . I was in shock. I was also hobbling on a crutch, having just come from the ER. Staff were apologetic and booked us a room elsewhere. But they didnt even offer to pay for our cab to the new place, or help with our 5 pieces of luggage.