I.agine booking a room here for part of your Christmas only to find out when you get there the room you paid for isn't available and there's nothing anyone can do because you booked through a third party site?
While we appreciate they could still accommodate us we paid for a room with 2 queen beds on the home 2 suites side and they only had a queen bed available. Luckily we have 2 small kids and could make it work for the night.
We were told there wasn't any housekeeping available and that's why they didn't have our room available.
Next day comes and I speak to a bald gentleman named Lance who might be a manager of sorts. We asked what could be done for the inconvenience and he again basically stated that because we booked through a third party there is nothing that can be done. No discounts, no additional days stay nothing.
When we asked for a late checkout Lance said we could stay until 1 because they have to get rooms ready for another party that booked back in June when the hotel opened.
Imagine being in on Christmas trip not having our room ready and being told another parties reservation and room readiness was the priority? Rookie mistake to even suggest that to us when our reservation wasn't ready timely. It's almost like he didn't even listen or understand the reason for us being upset.
Booking through a third party site shouldn't mean we deserve less than excellent customer service. He was rude and stupid.