We stay here the same time every year. This year we reserved 3 rooms months in advance. We requested that 2 of the rooms be adjoining. The front desk put a note in the system guaranteeing our request. Since we booked it so far in advance we called 3 weeks before the reservation to confirm. Everything was good, they said. We called again 48 hrs. before the reservation to cancel the 3rd room, but made doubly sure our adjoins rooms were still available. When we arrive at the front desk to check in they inform us that they have an adjoining room for us, buuut the attached room was occupied. The manager smugly said we could cancel our reservation free of charge if we were unhappy (there is an event this weekend and everything is booked, which is the reason why we booked our room months in advance). He offered us no other compensation. He said that everyone there was trained not to promise adjoining rooms, but later found the note that contradicted that previous statement. But still would not admit fault. My problem is: they are promising services that are not actually available at this hotel. They lure you in by lying and then, knowing it is near impossible to find a hotel elsewhere, smile and tell you try cannot help.
Riverfront Hotel Grand Rapids Reviews
We stay here the same time every year. This year we reserved 3 rooms months in advance. We requested that 2 of the rooms be adjoining. The front desk put a note in the system guaranteeing our request. Since we booked it so far in advance we called 3 weeks before the reservation to confirm. Everything was good, they said. We called again 48 hrs. before the reservation to cancel the 3rd room, but made doubly sure our adjoins rooms were still available. When we arrive at the front desk to check in they inform us that they have an adjoining room for us, buuut the attached room was occupied. The manager smugly said we could cancel our reservation free of charge if we were unhappy (there is an event this weekend and everything is booked, which is the reason why we booked our room months in advance). He offered us no other compensation. He said that everyone there was trained not to promise adjoining rooms, but later found the note that contradicted that previous statement. But still would not admit fault. My problem is: they are promising services that are not actually available at this hotel. They lure you in by lying and then, knowing it is near impossible to find a hotel elsewhere, smile and tell you try cannot help.