First time trying this hotel, because we got a pretty good deal for that area, just to arrive and they told us our reservation didn’t exist. But I could see it on the app, and on the email confirmation. You sold our room without any notice or anything. You lied saying you tried to contact me, by email & phone, nothing. We talk with a nice supervisor, but even that, couldn’t do something for the mistake the hotel made. I called 1 week before to confirm everything was okay & they took my information, send a new email confirmation & the supervisor couldn’t see it on the system. You should get a better customer service & really try harder to find a solution for your clients when you cancel their reservation without a notice. We ended in a trash hotel & pay even more because of the busy weekend.
Really disappointed!