The California Hotel & Casino was a very nice stay. There was a booking error that showed I booked two rooms instead of one.
I didn’t notice this until less than 24 hours before check-in time when I checked my reservations. I called the hotel, they said only the 3rd party could cancel, chatted with Hotel.com, they said they would follow up on it and that the hotel may charge me a cancellation fee & or the full price of 2nd room.
When I checked into the hotel and explained the error of booking a 2nd room, the clerk was so kind and understanding and she said she would remove the 2nd booking with no charge.
I later received an email from Hotel.com stating they could not fix or change the error on the second booking.
Going forward, maybe Hotel.com can include a pop up message when a customer who normally books one room (based on customer’s booking history) & books two rooms, a message can pop up reading “you have already booked one room do you still need a 2nd room?”.
Overall the experience at the California Hotel & Casino was great!