We booked two Queen Bed rooms through Expedia. The listing only allowed one guest to be selected for this room type, and when we tried to change it to two guests, the room became unavailable. Since each room has a queen-size bed and we were two couples traveling together, we reasonably assumed the room could accommodate two guests. We paid $616 for 2 rooms.
We fully expected that the hotel might charge an additional fee for the second guest upon arrival. However, when we checked in, the staff never mentioned any additional charges. Instead, the concierge invited us to lunch first.
After lunch, when we returned to collect our room keys, we were suddenly told that we had to pay an additional $820 for the two extra guests. This made no sense to us. The surcharge was even higher than the cost of the rooms themselves. When we asked for an explanation, the staff could not provide a clear breakdown and appeared to make up the amount on the spot, even trying to charge us for Expedia’s commission, which should never be passed on to the customer.
Given the unreasonable and unexplained charges, we decided not to stay. However, the hotel refused to cancel our reservation or issue a refund.
As a result, we wasted over three hours dealing with this situation and lost approximately $500 USD.
This was an extremely frustrating and disappointing experience. At best, the pricing was highly misleading, and the hotel’s handling of the situation was unfair and unprofessional.