Upon our arrival, one of our reserved rooms was not available. Both rooms had been prepaid 2 weeks in advance; however, we were informed that the hotel had overbooked & the hotel had until 4pm to have the room ready. Prior to our arrival, we had called to confirm early check-in at 2pm, and Alex, a hotel attendant, received supervisor approval for this request 2 days prior.
When we arrived, we spoke with another attendant, Keisha, who questioned, “Who told you that you could have early check-in?” She was disrespectful in telling us not to return until 4pm for any update on room availability. This was especially troubling because this trip was a Christmas gift for my daughter & her family. We had traveled nearly 4 hrs and expected to rest in our room before attending the Moody Gardens event later that afternoon.
Additionally, my 80-year-old husband and one of my grandchildren, who is 9 months old, urgently needed rest upon arrival. Because the room was unavailable, my husband was unable to rest and consequently did not have the energy to attend the Moody Gardens events. Instead, he was forced to nap in the car in the hotel parking garage.
When we returned from Moody Gardens after 7:30pm., we were finally able to access the second room. We asked Alex when the room had become available, & she stated between 5:30 & 6pm. Given the inconvenience lack of communication, & the impact on our family, we believe we are entitled to a partial refund or credit on a future reservation.
