On 15 February, 2024, I booked a reservation for my parents at the Hampton Inn & Suites Memphis-Beale Street for 22-24 March, 2024. The reservation was paid in full at the time of booking and was non-refundable, per condition of the hotel. My parents arrived at the property shortly before 7 PM on Friday, 22 March, to check in for their reservation. They were told by the person working the desk that the hotel had overbooked and could not provide their reserved room. They were told they would be sent to another property for their reservation. They were told the hotel randomly selects guest rooms to relocate guests to a different property when they are overbooked. This was entirely unacceptable and grossly unprofessional, especially because this is a Hilton/Hampton Inn property. I reserved at this property due to its close proximity to the Orpheum where they had tickets for a show the next day. This experience caused unnecessary stress for what should have been a routine process. The hotel never contacted me or my parents prior to indicate any issue with the reservation. The person at the front desk later found a room at their hotel after someone left unexpectedly. My parents were told they would have to pay an upgrade fee because the room was a King Bedroom Suite vs the King Bedroom that was reserved and paid for. Again, this was highly discourteous and grossly unprofessional. They were charged an exorbitant fee over an error the hotel made.