We made a reservation via expedia.com for a room, 1 King bed, accessible with a rollaway/extra bed. The room description clearly indicates that 3 people can sleep in the room. On the check-in date (5/19), however, we were told from the front desk staff that the room we reserved is not available being advised that no room with 1 King bed has an extra bed. They reluctantly switched a room with 2 Queens (without accessibility though) but this one (#305, fyi) is in a terrible condition.
1. The door for the room is totally tilted and we need to slam hard it whenever we need to close the door.
2. The drawers of chest dresser were all unfitted and they were not working properly; almost unable to close and open them. Thus, we needed to fix them by ourselves.
Thanks to another staff, we could switch the room to #304 for our last night (5/22).
Anyway, we were in shock to see these terrible conditions of the room and wondered why the hotel gave this unsellable room to us. Furthermore, we reserved the accessible room for my elderly mother but #305 did not have the accessibility, which impacted a lot our stay. Most importantly, we want to know why we did not get the room we reserved (the one aforementioned above) in the first place. Expedia.com presents incorrect description of the room in question? Or hotel provided inaccurate info to the third party like expedia.com? Please give us clear and logically understandable explanation on this issue and how to resolve it.
