Disappointing Experience – Room Not Reserved Despite Confirmed Booking
I booked two rooms, each with a king-size bed, for two couples. Before arriving, I called the hotel and informed them that I would arrive late, around 1:00 AM or possibly a little later. The hotel staff confirmed that my booking was secure and told me there was no issue with the late arrival, so I was reassured.
However, when I finally arrived, I was told that my rooms had been given to other guests. I explained that I had a confirmed booking and had also called the hotel in advance to inform them of my late arrival. The staff then said the rooms were given away because I had not paid in advance. I was never asked to make an advance payment, nor was I informed that my booking would be cancelled without payment.
Eventually, they provided an apartment with twin rooms instead. It had only one king-size bed, while the other room had single beds, which was not what I had originally booked. Despite this downgrade/change, I was charged the same amount as my original booking.
Overall, I am not satisfied with the service or the way my reservation was handled. If the hotel could not hold the rooms without advance payment, they should have clearly informed me when I called. Giving confirmed rooms to other guests after confirming my late arrival is very disappointing and unprofessional.
