"I specifically booked and paid for a pool-view room based on the hotel’s advertised description and photos. Upon arrival, the room we were assigned had absolutely no view of the pool. Instead, the window faced what appeared to be a dark storage or maintenance area, making the room feel more like it was located beside a janitor’s closet than the pool-view accommodation we had purchased. The room did not match what was advertised and was a major disappointment from the start.
Things became even worse the next day. When we checked in, I asked the front desk if a late checkout was available. The employee checked and then told us that a 1:00 PM checkout was approved. We gladly accepted because we arrived late, the pool was already closed, and our three children were exhausted. They had been excited all day about swimming, so we planned to let them enjoy the pool the next morning before our approved checkout time.
However, before 10:30 AM, housekeeping attempted to enter our room, and shortly afterward management came to the room as well. My husband went to the front desk to resolve the issue and was told that the hotel “doesn’t do 1:00 PM checkouts.” The manager reviewed our reservation and confirmed that their employee had in fact approved the 1:00 PM checkout. Despite acknowledging the mistake was made by hotel staff, management denied us access to the pool because of the checkout dispute.
The entire experience felt unfair and unprofessional."
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