Our original room was reserved at the Arboretum extended stay. I got a call on Friday afternoon that the hotel had a water main break and we were moved all the way out to Lakeline which put us 15 miles out from where we destination. I was told by the manager that our accomodations would be the same as what I reserved- a queen and a sleeper sofa. When we got to the hotel at Lakeline we were informed there was no sleeper sofa (so only 1 "queen" bed) at that location and that all the rooms were booked. Our reservation clearly reflected we needed two bed. The rep at the front desk was Jennifer- she offered to fix the issue by putting one us in a smoker room upstairs with a single bed- it was the only room not sold. We said that was fine and got all our keys and checked in. The main room we were in was fine- the smoker room on the 4th floor was clean and empty but it did have a lingering smokey smell to it. I decided not to leave my bag in there so my clothes would not absorb the smell- i planned on bringing my bag up once it was time for bed. Once it was time to turn in for the night at about 2 am I went back up to my room to find that a man in the room- he opened the door and said "Can I help you?" We were horrified and immediately went down to find out why there was a man sleeping in the. The overnight desk person scrambled to find out what was going on- all he was able to find was that the room was double booked- and since there are no rollaway beds or other empty rooms, proceeded to provide us with extra blankets and pillows so we could figure out how to accomodate 3 people on the "queen" bed which was more of a full size. He said that in the morning we could talk to the manager. About 20 minutes after getting back into our room, the overnight manager called to advise that he found the mixup and that the guest who was currently sleeping in our room was supposed to be checked into another room. He offered that room to us and assured us it was empty. I went back up to the new room and slept there- although the smell was very strong in that room. I woke up very congested from the smell- only slept until 7:30 am and then went back down to the room the rest of my party was staying in so I could avoid breathing any more of it. When I checked out, the young lady at the desk still had our info as staying in the wrong room so I had to run down the entire story for the 3rd time. She said that she could not reverse the charge since it had already posted to the account, but that the manager would contact me the next day about all the issues we had. Needless to say, I have not heard a peep from anyone. We have enjoyed staying at the other locations for this chain but I can say I would be hesitant to try again. This was a very bad night for everyone.
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