I had reserved a king suite for April 5-7 on March 18. After driving 3.5 hours we arrive at 7pm to check in. I booked a king suite because my boyfriend and myself were taking my mother away for a weekend since she was visiting and this room offered a river view and 2 bed options with added space. Upon checking in we were told that it looks like the previous guest has not checked out yet. The desk clerk leaves for about 10 min to go check the room, comes back and tells us that the guests are still there and they are going to stay another night. I'm extremely confused at this point. I don't work for a hotel but I've stayed in enough through personal and work travel to know that you can't even get a late checkout if someone else has your room reserved that day. The hotel is booked solid so the desk rep tells us he is going to send us to another hotel down the street (that has no affiliation with BW) and they will pay for our first night. Our whole 2 days should have been comped instead of 1 night, that would have been the least that could of been done. He told us it also had a river view and would definitely have 2 bed options like we had reserved here. He then told us we could check back tomorrow to see if our room was available. I told him he needed to make sure whenever he was sending us had both nights available because I wasn't hotel hopping for a 2 night stay. He told us this other hotel would be cheaper for us too. If I were looking for cheaper I wouldn't have booked the king suite. I had to wait in the car and allow my boyfriend and mother to finish up as I was beyond in shock and angry over what was happening. We drove to the new inn with the letter from the hotel asking them to be billed for the first night. We were told it had a river view, it didn't - it was 2 blocks up and our view was an ally or buildings. We were told it would have 2 bed options, it didn't - my boyfriend ended up sleeping on a non-pull out short couch. The hotel clerk at the inn said this had happened before. I didn't know hotel departure dates were floating, especially when the hotel is booked solid. How was this not checked before 7pm? I would of thought protocol would be to tell the previous guests to leave and clean the room as quickly as possible. My only regret was that in my shock and anger I did not ask to see a manager. However in hindsight, the clerk should of gotten one after what happened. Never in my life have I heard of this happening.
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- Also Known As:
- Best Western Coastline Hotel Wilmington
- Best Western Coastline Inn Wilmington Nc
- Best Western Wilmington
- Wilmington Best Western