"At check-in, we were informed that our reserved room was unavailable due to an engineering issue. We had booked a Signature 1 Bedroom with kitchen and dining area to celebrate a birthday, but the replacement room was far below what we reserved and did not meet our needs. We were offered a small resort credit and promised two things: 1) a birthday surprise would be sent to the room, and 2) we would be contacted the next day to move into our original room as soon as it became available.
We were also told that third-party bookings like Expedia are often the first to lose rooms during shortages, which made us feel like second-class guests. Unfortunately, neither promise was ever fulfilled. No birthday amenity arrived, and no one ever contacted us about changing rooms. Attempts to reach the front desk or concierge led only to voicemail or endless virtual assistant loops.
At checkout, we were told our reserved room never became available and were blamed for not following up ourselves. The guest services agent, while kind, stated that management approved a 25% nightly credit through Expedia. The next day Expedia confirmed they had received no such request and could not reach resort leadership.
The Meritage is a beautiful, well-maintained property, but the service, communication, and follow-through fell far short of basic hospitality expectations."
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