When I arrived at the hotel on the evening of my reservation, I was told that there was no room for us. The front desk staff claimed that they had been trying to reach me since the day after I made the reservation. But the phone number she showed me was not our correct number. What I don't understand was why the hotel was not trying to reach me by email if they could not reach me by phone. The reservation was sent to my email so the hotel should have been able to reach me via email. I am also an IHG member and all my contact information is in my account. It is bad enough that the hotel could not honor the reservation, but claiming not able to reach me was absurd. The front desk staff was also not helpful in locating other hotels for us. She said other hotels were not answering their phone but I was able to call and make a reservation with another hotel within minutes. Worse, even though I never checked into the hotel they put a pre-authorization hold on my credit card account. This is such an insult after the chaos of not getting a room as reserved and having to scramble to find another hotel on my own. I filed a complaint online. The customer relation department emailed me back and stated that the hotel management would reach out within 48 hours. It has been 2 weeks now. No one has contacted me to apologize or offer even any token of compensation.
Käännä