6/10 – Bien
My wife and I were in town for a wedding and we had already stayed at the hotel days prior (11/26/25-11/28/25). We only checked out to stay closer to the venue and family on the actual wedding day (Black Friday, 11/28/25-11/29/25).
We arrived on 11/30/25 at 2am to find out that our room had been given erroneously to another person with the same last name and I am apparently Jane and NOT Anthony like my i.d. says. Apparently, there were 3 other reservations with the same last name.
After the front desk associate made a couple of calls, he was able to "upgrade" us to a room with a double queen and tub (45minutes later). I paid for a room with a king and a loveseat. It was NOT an upgrade.
The following morning we had housekeeping at our door 3 separate times (even though the DO NOT DISTURB door hanger was on the door). It wasnt until I yelled and told them for a final time to, "go away", did they not return.
After all of this, we went downstairs and had everything straightened out by Madison and Nitza. They fixed the room issue, gave us an actual upgraded room and were very apologetic.
My main concern is the security of my personal information. How is it that whenever I check in (we travel frequently), I'm asked for my i.d.. Yet with my i.d. in hand, I'm being told that I'm someone else? You can't make that make sense.
I will continue to use Hotels.com as this is the first (and hopefully the last incident), but I definitely want to be compensated for the trouble.
Anthony
Anthony, séjour en famille de 2 nuits
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