I booked and paid for a cabana suite and they gave us a regular room. I booked the suite because I was having surgery at the nearby hospital. That would give me a private room, so my family didn't have to be quiet when I got out. When my husband came to get me out of the hospital, he told me about being placed in a regular room. When we got to the front desk, and I explained that I had paid for a suite and why, all the manager said was sorry and that we'd have to wait another 2 hours or so before our correct room was ready. He could see the fresh scar on my neck and the ice bag that I was holding! I told him, AGAIN, that I had just checked out of the hospital and could not believe that that was the best answer he could give. He then told me that we could go back to the wrong room and wait until the booked room was ready. He said I would have to take up the price difference with Hotels.com and he offered NOTHING for our inconvenience and their mistake (he could see that I booked a suite in their computer)! I asked if he had ever been sent to customer service classes as he had offered nothing to a lady who was just totally inconvenienced after just getting out of the hospital. I told him the least he should have done was offered us a free meal or something for this terrible inconvenience and he just stood there. I told him a free meal was far less than the reviews I would be putting on all of the websites. Customer service is totally missing from this hotel!!!
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