We had booked two rooms, one for me and my wife, and one for our daughter and her friend, for a magical Taylor Swift experience in Stockholm.
At arrival at the hotel, the staff could only find one of our rooms, and the hotel was overbooked!
In addition, one of the staff members also blamed hotels.com for having done something wrong, until I documented with our receipt cleary stating that we had booked, and paid for, two rooms.
After a few moments of discussing with the staff and stating how this was unacceptable, and including other staff members in the discussion, they finally found an extra room for us, but a much lower "grade" room and on a completely different floor than our 14 year old daugther and her friend.
All in all this was very uncomfortable in terms of:
- having to discuss with staff about their overbooking
- having to pay full price for lower class room(s), and
- having to have our daugther and her friend far from us in a very crowded hotel.
As we finally managed to get a room and actually stayed there, I do not expect a full refund, but a refund nonetheless, I think is in order. I suggest 50%.
Morten