Immaculate Golden Hotels

DO NOT BOOK THIS HOTEL VIA *******. My sister and I needed a hotel to stay in for the night after our hair appoin**ent (didn’t finish til 11pm). I booked a room at around 10pm. When we showed up to the hotel at about 11:15pm, the person at the front desk told me that they no longer work with ******* and that they were full. They told us to try the hotel next door but it was booked also, so we slept at a table in their dining room until our ride came at 7am. When I chatted with an ******* rep initially, he told me that he called the hotel and the people there told them that they had no record of our reservation. I asked the rep if they don’t have my booking then who did I pay?? I was able to get a refund, but only after the rep I was chatting with tried to tell me that they were going to find another room for us. At that point it was after 1am, the hotels close to us were all full (we called), and it’s not safe to drive around this city at night. He told me that he had to call the hotel again to get authorization FROM THEM to initiate the refund. Again, if the hotel doesn’t have record of the booking then why do you need their authorization?? I told the rep that they need to rectify this issue because it’s basically fraud…if they don’t work with you then why are they still listed? Anyways because we didn’t stay there I can’t speak to the accommodations but I will say I’m disappointed that the hotel didn’t take initiative to help us and left us to fend for ourselves.