I booked a king room for 2 adults 1 child, which is advertised with a roll away bed at an extra charge on the rate. There was no bed for my child in the room so I notified reception who told me Expedia don’t tell them how many people are booked and they would contact a manager and sort something when we came back.
9pm I return, and the bed provided was absolutely appalling. It was dangerous, the legs did not work and it collapsed when laid on, the mattress stunk and was awful, and there was a sheet and pillow, no duvet. It was 10pm at this point so I put it outside the room and my child had to sleep with us.
My parents who were in the bar area, heard the receptionist when he came down say “well they didn’t complain”, clearly in view of how awful the bed provided was.
In the morning I asked for a manager who again wasn’t available, so I explained my complaint to reception who told me the booking showed it was for 2 adults and 1 child contrary to what the receptionist at check in said; and then proceeded to tell me over and over it was my responsibility to contact them and tell them how many people I had booked the room for and ensure the bed was provided.
I profusely refute that I need to contact a hotel to confirm all beds that I have booked are provided, and besides, a bed was provided that was entirely unfit for human use. I asked to be refunded the charge paid for the rollaway bed or for breakfast as a gesture, but nothing at all was offered, but blaming me. Appalling!