I had scheduled/reserved a room through Heritage Inn's website in April for an event in August, knowing well ahead of time that I would need a room. Everything seemed great, I recieved a confirmation email and everything. However, upon showing up to stay in our hotel on August 2nd, I was informed that our reservation had been cancelled. When I asked for more information on the cancellation, I was told that I "must have cancelled it myself". This was not possible, and I explained so, only to have the same phrase thrown at me again. I asked for information to contact their booking/website agent, and when contacted, was told that the cancellation was done from a different IP than my own home address (where I had made the reservation), and that only the hotel could cancel the reservations.
I never recieved a cancellation notification; no email, phone call, nor text was sent to myself. The manager at the hotel told me bluntly that he could not/would not do anything and continued to disregard any responsibility for the incident. He also did not seem to understand the gravity of the situation - we were currently in an area that was completely sold out, hotel-wise, due to an event that weekend. We also had traveled from nearly 3 hours away.
I'm very disappointed in how this incident was handled - not only was my complaint waived off, but the blame was placed on myself (despite proof showing I hadn't cancelled the reservation), the hotel manager decided to do nothing, nor attempt to assist myself in fixing this issue.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.