I booked a king bed and upon arrival was told none were available. However, I stood there and proceed to hear one rep telling the other one “oh were those the rooms you blocked out earlier”, clearly saying they are available. They then said that since it’s 3rd party booking the systems don’t align and update the same, that the bonvoy app should show the actual thing. My boyfriend, who’s a bonvoy elite member then opened his app and pulled up to book and showed them that it’s showing a king bed is available. They proceeded to say they don’t know what happened there and forced the double room on us because what choice do we have at 10pm in a state we’ve never been before?
Two things, the room was available but was blocked out and this is mentioned between the two agents and they tried to brush it off when we caught on. And secondly, they blamed a third party system when there’s show the exact same thing. We paid money. It wasn’t free. It was the same cost never mind the booking platform. So we ended up with two small beds as a couple. Very infuriating.