I ordered the upper queen room with balcony for my 60-birthday night. I looked especially for a room with balcony. It was one of the primary conditions for choosing hotel. And I decided to pay more as my gift to myself. I imagined myself sitting on the balcony at night with glass of vine and etc.
I arrived at Niagara at 1 p.m. (the check-in starting from 4 p.m.) and wanted to find hotel. Finally I did. I received the key from the room #3 WITHOUT balcony with a view to the wall of the next building instead of the room #5 with balcony and a river view.
I show my confirmation mail and voucher (in every places it was a room with balcony) .The manager told me that because of some mistake the booking .com put me in the room #3. I told him about my 60-birthday and other things, but it didn’t help. And I knew the room #5 wasn’t occupied yet.
So, I asked him to put me at this room and to offer discount (that they propose to me) to other guests (maybe a balcony isn’t important for them and they prefer discount). But the answer (after many many conversations with owner and so on) was “NO”. And the reason was devastating: in that case they’ll need to manage 2 situations, but if they don’t change anything – to deal with only one situation!!! But this situation was min, and it was very special day for me.
If I were arrived when the room with balcony was occupied –of course it’s not good, but everyone know that mistakes happen and double booking is one of them. But here it was different. Besides a big disappointment about the room itself, they made me feel like a second-quality person, less important then others guests and it ruined badly my birthday mood.
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