I booked a 3-night stay in a 2 Queen Bed room through Expedia because I was traveling with my child and specifically needed two beds. I arrived at the hotel around 5 PM, but the check-in process was extremely slow—I had to wait in line for an hour. The front desk then told me they were "upgrading" me to a larger room, but when I entered the room, it only had one king bed.
I went back to the front desk and queued again to request the two-bed room I had booked. They reassigned me another room, but once again, it was a king bed. At this point, I felt like they were just messing with me. When I returned to the front desk for the third time, they finally admitted that they didn’t have any rooms of the same category with two beds and told me to check again the next day. They also blamed Expedia, saying that while Expedia lists the room as having two beds, their own website states it could be either one king or two queens. So does that mean I need to cross-check every booking on the hotel’s own website before using Expedia?
The next day, I went to the front desk again, only to be told the same thing—there were no two-bed rooms of the same category available. But this time, I caught the difference in their wording: they weren’t saying there were no two-bed rooms at all, just none in the same category. So why couldn’t they offer me a different category? After a long discussion, they finally agreed to give me a two-bed room in a different category.