"When I arrived at the hotel at 2:00am with my heavy suitcase after a long travel, I was told that the room I paid for in advance was sold to someone else because they thought that I was a no-show. This was surprising, alarming, frustrating, and upsetting. While they did help me book a room in a different hotel, I still had to walk 15 minutes, carry my suitcase, and find my way in the middle of the night in a city that I am unfamiliar with. When I arrived to the other hotel it was already 3:30am and needless to say that I was still very upset from this experience and unable to relax and rest before I needed to show up at work a few hours later."