We had stayed at the Oceanfront Inn in the past and had really enjoyed our stay. Small, cute and a quiet place. I was looking forward to staying again, so I booked online for one of their basic rooms and made a note that if they had an upgrade available, I would be happy to pay a bit more for a nicer room. I was elated when I was e-mailed and telephoned to tell me that there had been a cancellation and an ocean-front suite was available. I called and spoke to a very nice man that same day and was told that my reservation was changed and that I was reserved to stay in the ocean-front suite. As this was my anniversary and New Years eve, I was very excited upon arrival.
When checking in, I was told that although I was told there was 'a chance that I might be upgraded' it was not actually available. This of course was not the case, I was very disappointed that not only did they downgrade us but they didn't even call to tell us that they were changing our reservation. After downgrading us, the woman did not tell us which floor our room was on, which lead to a scavenger hunt through the hotel. Overall, our check-in process made us feel like we were taking her away from something more important and was one of the worst customer service experiences I have had.
An explanation or an apology would have completely changed our negative experience.
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