Upon arrival at 10pm, we were informed that our reservation (made 2 weeks earlier through hotels.com) had been canceled because the hotel was fully booked. We had gotten no notification of this; in fact, hotels.com had just sent an email asking how check-in went (and another 2 days later asking g for a review of our stay). We were stuck in Burlington, NC at 10pm with no place to stay, despite having already been charged for 2 nights. The clerk, Miesha, was tremendously helpful and patient. She said she had tried twice to inform Expedia Corp. of the cancellation, but got no response. While we waited, she attempted to contact them again, and also called nearby hotels to inquire about vacancies. It took nearly 2 hours to find a hotel with a vacancy, and we finally got a call back from hotels.com at 11:30pm, offering to "relocate" us (obviously too late for that!). After 45 min on the phone with "John," who was clearly calling from his home, we secured a refund for one night and a rotation to a different hotel in a different town for the next night. I had to ask for compensation for our significant hardship, and was offered only a few hotels.com points for me next booking! Miesha was great, Hotel Tru looked great, and we thank them for letting us use their lobby to find another hotel. But unfortunately we did not stay there, so are unable to provide a full review.
Upon arrival at 10pm, we were informed that our reservation (made 2 weeks earlier through hotels.com) had been canceled because the hotel was fully booked. We had gotten no notification of this; in fact, hotels.com had just sent an email asking how check-in went (and another 2 days later asking g for a review of our stay). We were stuck in Burlington, NC at 10pm with no place to stay, despite having already been charged for 2 nights. The clerk, Miesha, was tremendously helpful and patient. She said she had tried twice to inform Expedia Corp. of the cancellation, but got no response. While we waited, she attempted to contact them again, and also called nearby hotels to inquire about vacancies. It took nearly 2 hours to find a hotel with a vacancy, and we finally got a call back from hotels.com at 11:30pm, offering to "relocate" us (obviously too late for that!). After 45 min on the phone with "John," who was clearly calling from his home, we secured a refund for one night and a rotation to a different hotel in a different town for the next night. I had to ask for compensation for our significant hardship, and was offered only a few hotels.com points for me next booking! Miesha was great, Hotel Tru looked great, and we thank them for letting us use their lobby to find another hotel. But unfortunately we did not stay there, so are unable to provide a full review.
