"I booked this stay through Expedia with “pay at property,” and after a 12-hour drive, we arrived around 11:30 PM to find not only no parking (likely due to construction), but that our reservation had been canceled without any real notice.
The front desk employee was the only bright spot—she was professional and tried to help—but she had no clear explanation. First it was “not sure,” then suddenly it was blamed on a card issue. I was told I should have received an email, but the only email I received was asking how my check-in experience was—which is honestly insulting considering I never even got to check in.
My reservation was canceled at 1:30 PM—hours before check-in—yet no effective communication was made to ensure I actually knew. Canceling a same-day reservation without confirmed notice, then selling out the hotel, is unacceptable.
Because of this failure, we were left stranded late at night after driving all day and had to scramble to find another hotel, ultimately paying double at La Quinta Inn & Suites just to have somewhere to sleep.
This is a complete breakdown in basic hospitality and reservation management. If you’re going to cancel confirmed bookings, you need to ensure the guest is clearly notified—not leave them finding out at the front desk at midnight.
I expect accountability for this."
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