LYNN R
6 de octubre de 2024
We booked this hotel on 9/26 for a football game day on 10/5. We are 2.5 hours away and with a late game, we knew it would be too late to drive home and hotel would be needed. We also chose this location because it's a quick walk to the shuttle bus. We got into town around 4:30 pm and stopped for a quick bite to eat, with the plan to then go to the hotel to get dressed and ready for the game. We got a call from the hotel at 4:45 pm saying they'd overbooked and were cancelling our reservation. They were moving us to another hotel, but it was in Ocala (38 miles away! Back the way we'd already come). We were told that third-party reservations (we booked through *******, even though we are also Marriott Bonvoy members) were cancelled first. We booked 9 days ahead of time, and there were still rooms available at that time. This tells me that they continued to take reservations and, rather than cancel the last booked, they cancelled our ******* reservation. Because of the football game, there were no other rooms/hotels available. We had no where to get ready and had to just change clothes in a Target bathroom. The shuttle bus after the game, dropped us off just before midnight. And, rather than being able to walk a few hundred yards to the hotel and go to sleep, we had to spend 30 minutes charging our EV for our drive back to Ocala (and away from the fast charger we planned to use in Gainesville the next morning). Post-game traffic and an accident lengthened our drive and we arrived around 1:30 am. What had been planned as a fun day/evening was ruined by terrible business practice and no concern for customers and the impact to them. I will never use this hotel and will warn anyone I can against them. I will say that the Fairfield Inn in Ocala, who was left to deal with several of us who were moved, was gracious, welcoming, and sympathetic.
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