To start off it must be said that we didn't actually stay on the property, despite our best efforts. We booked a double through hotels.com, and everything seemed fine until we receive an email from Benjamin's Hut explaining very poorly that they're sorry but that double isn't available anymore, and the only ones they had left were four times the price.
Fine, we thought, it's not the end of the world. Even if they don't obligate their responsibility to upgrade us after failing to remove their listing, we'll contact hotels.com, make sure we get our refund, and move somewhere else. The only problem was that they seemed to screen hotels.com's calls as they weren't able to get through to them despite multiple attempts over a period of a few hours. Because of this, we're checked out of our previous room with nowhere to stay. After 11 hours they finally pick up the phone and decide to not book us for the night.
Fortunately, hotels.com's policy allows you to book another place at the price you initially paid the first hotel.
However, if they can't manage something as simple as booking a room I have a hard time believing they're running a good establishment.
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