"We had a prepaid reservation through Expedia on Monday, June 8.
Upon arriving at the counter before 9:00 pm the desk could not find our reservation.
I showed them the receipt on my phone. And the registration number.
After about a 30 minute search for our reservation by two staff members they determined they had given my PAID reservation to another guest, whose last name was similar but spelled different. The first name was completely different I’m Susan, theirs was Frankie.
The front desk did NOT question the difference.
Not only did they give away our PAID room but they cancelled his reservation that had HIS name, Frankie. They said they thought it was a duplicate. Even though the last name was spelled different.
When I asked for another room they said “Sorry, we are sold out”.
And turned to the next in line.
I asked for a refund.
They stated since it was through Expedia, the refund would have to come from them. No manager was on site. And the manager is off the following day."
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