Last minute reservation for a college game day visit, made at noon, knowing we had a football game the same night and would not be leaving until late (hence the last minute decision to get a room). Prepaid 2 rooms. Nothing about late check in or calling ahead on the reservation or confirmation. Arrived at 4:30 AM from San Antonio and the front desk said oh you forfeited your reservation because you didn’t check in by 2am. The system does an “audit sweep”. So she said I had to pay for two rooms at their price and basically the $180 I prepaid was a gift to them.
No choice at 4:30 in the morning with 2 teenagers exhausted from a game and a 5 hour drive. Rooms are supposed to be non smoking, reeked of smoke. Changed one room and slept about 3 hours before we had to leave, $400.
Rooms were not clean, bathroom was disgusting. Worst experience and customer service from both the hotel and the Expedia chat. Hotel said it’s an Expedia policy (booking agent) and then Expedia said it was a hotel policy and basically too bad so sad, should have gotten there sooner.