Lack of communication within hotel front desk
I must say this is a not-so-happy experience. I originally booked 6 nights, but later I had to shorten it to 3 nights due to my travel schedule change. I called Hotels.com, and the call centre rep was good, and contacted the hotel on my behalf. Everything was smooth and hotel agreed that I could change my reservation without problem. On the day of checking out, hotel made difficult to me again about the reservation change. I phoned the front desk, and a front desk lady checked with her manager, and they agreed that Hotels.com/Expedia did contact the hotel, and everything is good to go. However, when we were at the front desk an hour later at the lobby, they made difficult to me again by saying that the lady dealt with the issue yesterday was not here, so they asked me to contact Hotels.com/Expedia again. I said everything was already discussed yesterday and also an hour ago through the phone. But the hotel staff insisted me to call Hotels.com/Expedia again, to get an authorization. I was very upset, because this is purely lack of communication within the hotel. But I had no option but to contact Hotels.com/Expedia again. And everything was resolved after that. The unprofessionalism of the hotel disappoints me. I wouldn't recommend this hotel to others at all. It was a mess when dealing with this. I used to work in the hotel industry, and I know this is totally unacceptable, and I was surprised this happen to a hotel in Vancouver in 2019 today.