I booked a 2 bedroom suite for my mom and my brother. The booking was guaranteed according to Hotels.com. Despite of this, they were checked in to an adjacent room type of accommodation with no kitchen and no living area. They were not warned at check in, they just faced with the situation when they entered the room. They went to complain to the receptionist, and after a brief conversation they were compensated with free breakfast, free parking and were placed in a smaller 1 bedroom suite and a regular room. Since my mom is over 80 and needed help, it was not the best situation, but was doable.
I would give better ratings for the hotel, if their communication were clear and they told them, that “We are so sorry, but we made a mistake and we gave your room for someone else, but we compensate you with these and these.” The question is still there, how can this happen, but less disappointing.
The hotel was nice and clean, location was perfect (walking distance from the hospital where my mom had to go) for them, the parking was convenient and the breakfast was good.
Please, improve your communication, and we will be happier next time.