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Due to canceled flights, we arrived at 12:45pm on April 2nd. We reserved a room through Expedia for April 1-April 5 and paid for the entire stay up front. Hotel released our prepaid room, breaching our contract, and refused to refund us. When back at the sister hotel, they said it was nothing to do with them, we had to take it up with the other hotel and they could do nothing for us. Reception simply gave us another key and told us we could only have the room until 1pm, not all day. Suddenly the door opened - we had been sent to an occupied room! Some poor guy looked very surprised early in the morning to see us standing there. The key did not work so my husband went back to reception to get it changed. So we arrived at the hotel, was given a room and headed up.
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It was MY mistake that I had originally called the central reservation number as they do not pass on any details to hotels After about 45 mins, we ended up in a taxi to the sister hotel promised we could spend the day there free of charge until our room was ready. They had no record of my call that night to confirm a change 3. My reservation was not there as I had not checked in 2. Having suffered more flight delays, I called the hotel direct about 11pm to say I would not be arriving until 6-7am in the morning I was told this was not a problem. All seemed fine - I could cancel the first night, and my very late check in (early hours of the morning) was on the booking. I called the number on the confirmation email - this was central Omni reservations. Our flight was cancelled so I had to change our booking. This was one of the worst hotel experiences I have ever had.