I am not one to right bad reviews but I have never had an experience like this before so I have to share.
We arrived from Whistler around 10 PM to check into our hotel. We unloaded our bags on the cart, there are four of us with about 7 VERY HEAVY bags total (we were traveling for two weeks) and headed to the counter to check in. While we were walking up to the counter the two ladies in back were looking at us like we were crazy. I just knew something was wrong.
We get to the counter and presented our email confirmation for our two rooms (We had a reservation for two rooms staying for three nights). They tell us they gave our room away and that they do not have any other rooms available. They were sold out and SO IS EVERYONE ELSE AROUND. We did not get a phone call nor an email explaining the situation prior to our arrival so we thought our room was there ready for us. We were livid. We had been traveling all day, we were exhausted.
They tell us that the only place they can walk us to is a RAMADA INN about ten miles away. Tell me why I would stay at a Ramada when I booked a room at the EMBASSY?? Come to find out, it's owned by the same company. We refused to go a two star motel when we had reservations for three nights at a FOUR STAR!!
After an HOUR of looking around for hotels, they walk us to hotel that is comparable to the Embassy about ten miles away.
We load our car again, then we unload at the new hotel, stay the night, load our car up again and then drive back to the embassy for the additional two nights we have on our reservation. We get to the hotel early morning to drop off our luggage so we don't have to lug it around all day while our room is getting ready. We get our luggage tags, CONFIRM OUR RESERVATION, and they we set off to explore the city.
We arrive back at the embassy around 8 PM thinking we can check in take a shower and head out for the evening only to find out they DID IT AGAIN! THEY GAVE OUR ROOMS AWAY AGAIN!!! They had our luggage in their storage room and they still gave our rooms away!!
According to the front desk clerk the MANAGER told them to sell the last rooms because we were not there yet!!!! We showed them the luggage tag and that we had confirmed our reservation with staff early that morning and they told us that they have both our rooms.
Needless to say they had to walk us again!! So here we go again with the luggage.
At that point all four of us were wishing we were not Hilton Honor members because this was just the worst experience we had ever had at a Hilton brand.
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