Guest User
July 7, 2025
We had reserved two rooms for June 21, 2025. When I made the reservation, the woman I spoke to said she was booking two rooms for me that had two queen beds plus a pull out couch. I asked multiple times if the rooms had these particular beds because of our dynamic with the group we were traveling with. We needed 3 different beds in each room. I was assured this was the type of room I was booking. When I made the reservation, I told the woman that helped me book at the front desk over the phone that we were traveling that day and would not arrive until 10 pm or later. My mom and I downloaded the Marriot Bonvoy app because we each had a room in our names. We checked in to our rooms the day before. The app asked us what time we would arrive and we both put 10:00 pm. Our travels delayed us a bit, so at 9:30 PM, my mom called and spoke with someone at the front desk to tell them that we were on the way, but we would be late and would arrive between 11:15-11:30. The lady said okay, that she would make a note of it so when the girl on the night shift arrived, she would know. We arrived at the hotel about 11:20. My mom and I went to check in while the rest of my family was in the cars outside, and the girl at the front desk told us they had given away one of our rooms. Instead, they were replacing one of the rooms with a King suite that had a king bed and pull out couch. That would not work for us which was expressly stated when we booked the rooms in the first place because we needed 3 beds in each room. We did everything right...checked in on the app, noted our late arrival time, called to say we would be later than that arrival time, and THEY STILL GAVE ONE OF OUR ROOMS AWAY. Then to top it off, they were wanting to give us a room with one fewer bed and charge us the same price as the room with three beds. We told the only person working that we needed to speak to a manager. She said there was no way that could happen and there was no one to speak to. She also told us there was no way we could change the rate. We had to throw an absolute fit to get this rate changed. The girl went into a back room for a while, came back out and miraculously could change the rate for the room they gave away and changed. We were not happy at all with the circumstances, but it was nearing midnight by this point, and we had been driving many hours and needed to rest because we had more hours of driving the next day. We got our keys and headed to our room. When I got to the one room they did not give away, I was so frustrated to walk in to a room with two queen beds and NO pull out couch. This would absolutely not work. So we had booked two rooms with two queen beds and a pull out couch in each, and we were given one room with two queen beds and one room with a king and pull out. We needed 6 beds but were given rooms with 4. Now, at midnight, I was having to go back downstairs and had a whole new problem. I do feel sorry for the girl working because she acted as though she
