I made 2 reservations a month prior to our arrival. We drove 10 hours and arrived at this hotel around 10:15p, only to be told the front desk representative only saw one of our reservations. She basically informed me they were overbooked and there was nothing she could do. I immediately accepted the one room and called hotels.com. After about an hour on the phone with hotels.com the representative was able to contact the hotel directly and luckily got the night auditor who informed the hotels.com representative that he showed both reservations as being checked into (we were only in one). He wasn’t sure what happened with the prior front desk representative but he was able to get us into our other room (around 11:30/11:45p). It appeared the prior front desk representative had alternate plans for our second room, but thankfully Daryl (night auditor and hotels.com resolved the issue).
I made 2 reservations a month prior to our arrival. We drove 10 hours and arrived at this hotel around 10:15p, only to be told the front desk representative only saw one of our reservations. She basically informed me they were overbooked and there was nothing she could do. I immediately accepted the one room and called hotels.com. After about an hour on the phone with hotels.com the representative was able to contact the hotel directly and luckily got the night auditor who informed the hotels.com representative that he showed both reservations as being checked into (we were only in one). He wasn’t sure what happened with the prior front desk representative but he was able to get us into our other room (around 11:30/11:45p). It appeared the prior front desk representative had alternate plans for our second room, but thankfully Daryl (night auditor and hotels.com resolved the issue).