I booked this hotel for a very important event and specifically chose it because of its location and quality. Unfortunately, when I arrived the night before my event, I was told that the hotel had overbooked and could no longer accommodate me.
Instead of honoring the reservation I had already paid for, they sent me to a much cheaper hotel that was clearly not comparable. They claimed they would cover the replacement stay—but did not actually pay it in full. When I checked out, I was forced to pay additional charges out of my own pocket.
What is most unacceptable is that while they failed to honor the reservation, they also refused to issue any refund, hiding behind a “non-cancelable” policy—even though they were the ones who denied the service.
When I raised this issue, the staff were rude and dismissive, refusing to take responsibility or provide any meaningful resolution.
Being turned away at night, right before an important event, created unnecessary stress and disruption. Overbooking is the hotel’s responsibility—not the guest’s—and handling it this way shows a complete lack of accountability and basic professionalism.
This experience was extremely disappointing and unacceptable. I would strongly caution anyone relying on this hotel, especially for an important stay.
