I had a confirmed reservation for five nights, for a suite, this week. After a long flight my family and I arrived at 10:30pm. At the check-in we noticed another customer being sent off to another hotel. When it was our turn, the clerk told us first that there was no room service since the restaurant was closed for renovations. If we wanted food we would have to order room service. Following that, we were told our suite was not available, and our options were a smoking room or a non-smoking room that had a wet carpet since ithas just been washed. After our refusal to either one, they suggested sending us to another hotel for one night, returning the next day. We also refused this. The manager never appeared at the front desk, instead sending messages through the clerk. The final offer was to wait for the room with the wet rug to dry (by that time it was11pm and we had a tired, hungry child with us), and two free drinks at the bar.
We had to start calling other hotels to find a room, which we were very lucky to get at that time of the night. We had to gather all our luggage and leave, finally ending the nightmare.
We were certainly not the only ones to go through that ordeal that night.
It is inconceivable that with a secured reservation a hotel can do what they did to us!
DO NOT go to the Bentley!!!!
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