I booked this motel through Hotels.com for a short trip (April 11–13), and a week or two before the trip, I decided to extend by one night. Hotels.com directed me to call the property directly to make the change, so I did. The person at the motel confirmed the extra night and took my card over the phone—so I thought we were all set.
When we arrived after a 7+ hour drive, we were told we had two separate bookings: one prepaid through Expedia (which I had no idea was even connected to my Hotels.com booking), and another for just one night on my credit card. I explained that I only called to extend my stay, not to book a second room, but the staff kept insisting "that’s not how it works" and pointed fingers at Hotels.com and Expedia.
After a stressful back-and-forth in the parking lot, someone finally came out and said management approved us to stay and just pay for the last night. Problem solved, right? Nope.
Two days later—while we were in Key West—we get a call from the motel telling us we needed to check out. We had to re-explain the entire situation again. And when we got back that night, we were locked out of our room and had to go to the office yet again to resolve it… and got charged a ridiculous rate for the night they had already agreed to.
To top it off, they put us in a room directly across from one of the only bars in Key Largo that plays live music late into the night. It was so loud we