Hotel overbooked and did not have a room for us. The young lady at the front desk was rude and very dismissive of my frustration. We tried to check in right at 3pm and they had empty rooms but were saving them for more important guests, weird when my reservation was non-refundable. I guess they overbook and then kick out the Hotels.com reservations (even though in my case I am also a Marriott Bonvoy Member). She offered to get us a room at the hotel next door (same owner) but not the same room type, we booked the 2 Queens + Sofa Bed, and the hotel next door had only 2 Queen room, so she offered a $20 discount (yipee...). Went next door, and guess what, the room not ready and then found out they only had a King room available (that doesn't work for 4 grown adults). Went back to Springhill to cancel and the same little gal at the front desk was even more rude, dismissive, and condescending. She canceled the room, so I wasn't charged and acted like she was doing me a favor (didn't have a room available anyways). Ended up booking at another nearby hotel and paying significantly more as all hotels in the area were nearly full due to a concert in town. What I learned, the same owner owns this property and the Tru by Hilton next door, they overbook then try to move you the hotel next door (confirmed with both front desk agents). Beware if you book with Hotels.com!!
