We recently stayed at Hampton Inn and had booked two Queen Studio Suites well in advance. We also completed the digital check-in prior to our arrival, and the app had initially assigned us two rooms together on the 2nd floor.
However, when we arrived at the hotel, the rooms were changed and we were given one room on the 2nd floor and another on the 4th floor. Since we were traveling together, this was quite inconvenient and disappointing, especially after planning ahead and using the digital check-in feature specifically to ensure nearby rooms.
When we asked about the change, the staff informed us that a coworker had mistakenly allotted one of our rooms to another guest. While the staff were polite and apologetic, we were still unhappy with the situation as it affected our stay experience.
We hope the hotel improves coordination and room management procedures so that guests who book early and complete digital check-in receive the rooms originally assigned to them.