"I had one of the worst travel experiences of my life at Hotel Lorenzo. I prepaid over $500 for a 3-night stay because I was traveling to Texas for an important skincare conference. After losing my wallet during my trip, I no longer had my physical credit card with me, but my room was already fully paid for in advance.
When I arrived around 10 PM, the staff refused to let me check in because they required a physical credit card for incidentals. I explained multiple times that I had nowhere else to go, that I had traveled all the way there, and that this was my first time in Texas. I even offered every possible alternative — Apple Pay, my bank account information, and my Amex card through my phone — but they showed zero compassion and would not work with me at all.
As a woman alone late at night in an unfamiliar city, being denied entry to a room I had already paid for was terrifying and deeply upsetting. The staff were extremely rude, cold, and unprofessional. Because of how shaken and exhausted I was after traveling, I ended up booking a flight back home that same night and missed the seminar I came to attend.
This hotel caused me financial loss, emotional distress, and ruined the entire purpose of my trip over something that could have been handled with basic human understanding. I have never felt so helpless at a hotel. I will be escalating this to management and corporate because no paying guest should ever be treated this way."
Change your mindBook hotels with free cancellation
Be pickySearch almost a million properties worldwide
