Bad experience - No room despite reservation, rude staff
We arrived to check in only to be told that we had no room despite the reservation and prior full payment. Receptionist Jose offered us a "salon" room which is basically a conference room where they would set up beds. When we declined the offer and asked to speak to the manager, his barely helpful demeanour changed to ill-concealed annoyance. After consultation behind the scenes with his manager, he came back with an offer of a room that suddenly became available, as "a leak has just been repaired". Nevertheless, i asked to speak to the manager regarding this unpleasant experience. Manager Beno explained that they are overbooked because some guests "decided to stay longer than expected" and that he "could not possibly throw them out nor get the police if they refuse to leave." Such a patronising and ridiculour explanation - any seasoned traveller would know that guests cannot just decide to stay longer. They probably just wanted to give our room to another guest paying a higher price - we paid for the room via hotels.com at a discounted rate. On top of this, we were told we had to pay $40 a night for a roll away bed for our daughter - despite our having booked the room for 3 people which they confirmed is shown on the booking. Where did they expect the third person to sleep? Will never stay at this hotel again and will make sure my Chicago friends and colleagues know about this to avoid this hotel!