We did not end up staying at the property. The room that we booked and required (suite with separate sleeping area), was not given to us.
Specifically, the room should have been a King Suite with a Jacuzzi tub. We got a twin sized bed in a 1 room layout, without a Jacuzzi tub.
The Jacuzzi tub was not something we were concerned with, but we did require a separate sleeping area for our daughter.
We also requested a rollout bed in advance and then again upon arrival, but never received the bed.
We spoke to the staff member (Nicholas) and explained the situation. He was rude and defiant. He blamed Expedia and claimed they made the wrong booking. All he offered was for us to speak to the manager in the morning.
I spoke to a manager (Amanda) on Thursday and confirmed our booking, as well as the details for our room. She was pleasant and assured me that our booking was set.
This was supposed to be a memorable family weekend away with my parents, my wife and daughter, as well as my sister, brother-in-law, and niece. Instead, it turned into us leaving the property and driving 2 hours home, with my daughter in tears since she was excited to stay in a hotel and see her cousin for the weekend.
In addition, the property was fairly dirty, was fairly dated / worn, and we heard from other guests about a number of issues in their rooms.
To say this is unacceptable would be an understatement.
Kindly advise how this situation will be rectified.