"I booked 2 rooms for 2 families and paid for them. When I tried to check in, staff told me I only reserved one room. When I showed that I paid for 2 rooms on the app , staff said that they can only see only one room in the computer when I tried to check in with kids at midnight. and then after she saw the price, smirked and said I only paid for 1. Staff then asked me to step aside so they can help someone else and told me to figure out with Hotels.com people and that it was not their problem. I was in the process of calling customer service and then asked her just in case to look for 2nd room under the last name that I put in the app for second room and it was there. I paid for both of them , I received reservations for both of them but hotel made it my problem to figure out why she was only showing one room under my name. I know I am not the first person that booked several rooms for several families , the fact that employee didn’t know to look up under a different last name and just told me to live aside is frustrating at midnight with sleepy kids. I stayed at different hotel a month later where I booked multiple rooms and they were able to see all rooms when I checked in."
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