"I reserved a room for my 18-year-old daughter and her friend so they could attend a nearby concert with another friend and her parents. At check-in, she was told she couldn’t stay because she was under 21. The other friend’s parents explained to the staff that they were acting as chaperones, but the staff member still refused, stating that since the rooms were not connecting, my daughter could not be considered supervised.
What’s especially frustrating is that no effort was made to offer a solution—such as adjusting the room assignments or providing connecting rooms—so the situation could meet their own policy requirements.
As a result, two 18-year-olds were left in an unfamiliar city, hours from home, scrambling to find another hotel at the last minute. We have made similar arrangements many times for tournaments and events without any issues, so this was both surprising and frustrating.
To make matters worse, when I contacted Expedia to request a refund, I was told the hotel declined it. We are now out the cost of two rooms on top of the inconvenience and stress caused by this situation."
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