My husband and my two children had planned to stay here following a local wedding. We booked our reservation through Expedia and got to the hotel around 11:30 pm after the wedding. The front desk manager, who wasn't wearing socks or shoes, checked us in and gave us a room key to room 234. We go upstairs to get in our room and it's locked from the inside...they gave us a key to someone else's room.
I go back downstairs and tell them this and he now gave us a key for room 236. I go back upstairs to get in our room, and guess what?! He gave us a key to another persons room again. At this point, it's close to midnight, I'm waking guests who are sleeping in their rooms which is A) humiliating and B) disrespectful. I asked if I could just get a refund and I would drive me and my family home. The front desk manager said yes but followed up with he otherwise had rooms ABC or XYZ available. I said I'm not wanting to continue to open every door in the hotel at midnight to figure out which one's empty and I'd rather just get a refund and drive my family and I an hour and a half back home. He said we could get refunded but would have to work through Expedia to do so since we booked through them. Fine, understandable, he said he'd be reaching out to Expedia the following day.
After no follow up, I contacted Expedia since the hotel clearly didn't, and Expedia reached out to the hotel for my refund on my behalf. The rep at Expedia said they hotel manager had a strict no refund policy a