I made a reservation under one account with a single confirmation number for two rooms, each under a different name. However, upon arrival, I was told that only one room was available and that the other was at a different hotel. This caused confusion and stress, especially since it turned out later that both rooms were actually at the same hotel, just under different names. It seems the hotel couldn’t identify the two rooms as part of the same reservation, which led to a delay of almost an hour while we had to contact Hotels.com to clarify the situation.
Additionally, we were informed that each room had a $5 credit for the convenience store in the hotel. I asked the staff to charge the purchases separately to each room, and they said they would. However, at checkout, all charges were placed under one room, which resulted in additional costs that I shouldn’t have had to pay.
Lastly, I found it quite frustrating that the $25 resort fee was not mentioned at check-in and was only brought up during checkout. This kind of communication issue adds to the overall dissatisfaction with the stay.