This is my sixth stay at this hotel this year, and unfortunately, it was the first time we were given a wrong room. We had booked an efficiency room that is supposed to have a bathtub and kitchenette. However, the front desk employee, Blaine, informed me that we had received the correct room. However, upon contacting Hotels.com customer service, I was confirmed that we were indeed supposed to have the kitchenette and bathtub. Nevertheless, Blaine stated that ârooms have different layouts.â Their customer service was contacted, and Hotels.com informed us that the specific room we had booked is no longer available. I am uncertain whether he was deliberately misleading us or simply lacks knowledge of the various room options offered by the hotel. Regardless, this situation is certainly unsatisfactory. On the positive side, the customer service at Hotels.com was excellent.
