Booked and paid for a room with two queen beds months in advance. Called on the day of check-in, to let the property know we would be arriving around 11 PM and to confirm that everything was set for our reservation.
Was assured the reservation was taken care of, and that our room would be waiting. Upon check-in, we were told there were no rooms available. Then a room was found for us, but it had a single bed.
I was charged full price for my reservation, despite one of our party members needing to sleep on the floor.
The following morning we spoke to a manager, who assured us we would be receiving at least a 50% refund. Only to then get an email from hotels.com saying that we were getting no refund.
We attempted to have breakfast at the restaurant, we sat for more than an hour without receiving our food. Eventually, the order had to be canceled because we needed to be at our next destination at a set time in order for our reservation.
Another manager came and spoke to us as we were trying to pay for our drinks and head out, and assured us somebody would be reaching out to discuss the issue with the room. And to make sure the refund went through.
The hotel itself was conveniently located to the event site we were at. Appeared to be clean, and the one member of our party who had a bed to sleep in, said it was comfortable. The woman who checked us in was kind and courteous, and did the best she could given the circumstances.