I booked and paid for the hotel several weeks prior to our trip through Hotels.com with no issue and was guaranteed a room with a king bed. However, upon check-in, we were informed that there were NO king rooms available. When I inquired how I could have paid in advance for a specific room type but not be given this room, the answer was that a large group had booked recently and they were given priority because I booked through a third-party site. When discussing the situation with the front desk team, the manager explained that no king rooms were free “no matter what I booked”.
Eventually, after checking the system several times, we were offered an “upgraded” double room on the 18th floor. In addition, we were offered breakfast (about $40 value) for the hassle of not being able to sleep for TWO nights in the room I had ALREADY paid for in a King Bed. Our total cost was more than $400 for the two nights plus taxes.
Then, at checkout, I was informed that I still had to pay taxes (as expected) AND a “destination fee” of $14.49 per night. When I asked what that fee was, the clerk told me that it was a “tax”. After further investigation, I have learned that it is NOT a tax, but a “resort fee” administered by the hotel. IN FACT, the hotel is NOT a resort…and I still cannot determine what this fee paid for!
I am surprised…as this is NOT the customer service I am used to from Hyatt.