The front desk checked is into a king bed room, even though i asked if we could have our 3 year old with us due to a baby sitter issue. The room was barely larger than the bed, and the ac didnt work.
I went tk the front desk and asked for an upgraded room to accomodate our family and was told they were sold out.
I spoke to online agents with hotels.com about the issue and was told they could do nothing for 24 hours, so i spoke with the agent and it was recommended to get another room at the same hotel since it was availeble on the hotels.com app. The front desk agent at red roof inn lied.
I went back down to the office to check into the new room, and the desk person changed her story and gave us a double bed and refused to check in the second reservation. She told me to refer back to hotels.com for the refund.
Hotels.com called me at 12:48am while i was in bed in the room with our daughter. Very rude to call in the middle of the night, and now im being told that my money will not be refunded for either of the reservations i made, regardless of the terrible experience we had, and the effort made just to have a safe space to have my family stay overnight.
Awful experience, and i will make it known to everyone i know and will actively pursue and escalate for a refund until one of the charges are removed from my card.