My family made reservations for this hotel and had a confirmation number. We are a family of 5 so we always like to plan ahead. We got there shortly before 8:00pm and they did not have a room for us. They said there was a bridal shower that and they didn't thing they would use all of the rooms. The best thing they had to offer was a room with two queens and one of the kids would have had to sleep on the f;loor. They did not offer this at a discount nor did they call area hotels to find us a room. When I got home I saw on their website that they guarantee you have a room or they will find you one free and they pay the first. They did not do this. We have emailed customer service and will hear back in 7-10 days. I'll post a follow up and let you know what happens. more