Stayed here one night as we could not make our destination in time due to traffic. I booked through Expedia and it was around 10.30pm when we arrived, however they could not find my reservation via the confirmation number. We were asked to step aside and they would research it. Occasionally, I went back to the desk and enquired as to whether they were any nearer resolving the problem for us. I asked if we could just get in to a room, but I was told no, because I had paid a certain rate and could only get in to a certain room. I called Expedia and they seemed to think the confirmation number was legit - I got the front desk to speak to Expedia but nothing that was said seemed to be satisfactory to the hotel staff.
At midnight I went up to the desk one final time. My young son was losing it and I needed a resolution. I was told they couldn't find my reservation and I would have to pay for a room at a higher rate. So apparently, one and a half hours prior, I could have gotten in to a room, but they made me wait in the hotel lobby for 90 minutes with a young child, late at night and then charged me again for the room, plus an extra $30.
I should have gone across the street and tried to get a room elsewhere, but I kept getting assured they could fix it. At that point I just needed to lay down as we had to be up and out by 7am - I certainly begrudged giving them my money.
In the morning I was told that a manager was not on duty so I asked for someone to call me. I got a phone call from the hotel about an hour later, but they hung up before speaking to me and I heard nothing else back. This was my first experience staying at a Springhill Suites location and I would look at any other hotel chain before booking with them based on this experience.
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