Beware. When we arrived late at night, the hotel had already checked someone else into the room reserved under my name. No one informed us of any issue at check-in. When I tried to enter the room, the door wouldn't open because the security latch was engaged from inside. Thankfully, I was with my husband.
At the front desk, the clerk showed little concern and casually explained that someone with the same last name had been checked in under my reservation. I repeatedly told him that I didn't know that person, but he remained focused on trying to unlock the room instead of addressing the obvious safety issue. Even after I kept saying someone was inside, he seemed to ignore my concerns and discussed the situation with maintenance. We were then sent back to the room, where the maintenance employee knocked, and the person inside answered.
The entire situation was alarming. Had I been alone, I could have unknowingly walked into an occupied room, creating a potentially dangerous situation. I requested a full refund and left immediately.
The next day, the manager called and referred to the incident as a "minor hiccup." A guest being assigned an occupied room is not a minor mistake—it's a serious safety concern. The lack of urgency, accountability, and professionalism made this an unacceptable experience.
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