We have been returning customers of this hotel and...

We have been returning customers of this hotel and what happened today totally blew our mind. We booked a stacation through expedia and paid for a double queen room in their main freshly renovated lodge. We also called them to confirm we would stay with our baby so they would have a crib available. Our room was confirmed the evening before when we called. My husband, my mother, my two months old baby and I arrived at the hotel in the afternoon and they told us they would upgrade us to a better room. We took the keys and were surprised to find out the better room was in their cheaper older adjacent lodge. To say that was not even close to what we paid for is an understatement. An old, dark building that felt worst than the hotel from The Shinning. The room was far from the main lodge, it was old and gross with stained furniture. There was no way we could ve accepted to stay there. Their upgrade was the space - it was a double room. We travelled from Calgary to stay in a nice hotel room and enjoy the amnesties. Travelling with an infant for the first time, it was really important for us to know that we were staying in a beautiful, comfortable place that we were familiar with. We contacted the front desk and they told us they did not have rooms in the main lodge to accommodate us. How is this possible? We booked the room months in advance and confirmed it the evening prior to our arrival. We paid $330 for one night and they were upgrading us to a shady gross place. They refused to give us a refund because we booked the room through a third party and were asking us to come back another time. I can t even process this whole conversation. Imagine taking two days off from work, travelling 100 km and being asked to come back because they have no room for you. After a while I managed to speak to a manager who was all overwhelmed by this situation and obviously was not ready to work in the hospitality industry. She was acting nice in a very defensive way. They told me that due to an emergency they had no rooms. Apparently some of their rooms were flooded. I asked to see the rooms and she told me it was impossible, hence the reason I assume there was no flood at all as they did not tell us about it from the start. Also, why wouldn t they contact us in the morning to tell us about this was very questionable. They told us they did not have our contact info as we booked through Expedia. First of all, we called the night before and they could ve retrieved our phone number. Second, wasn t it possible to contact Expedia and let them know about it? In the end, they agreed to reimburse us $300 cash ( not even the full amount ) and give us a voucher for a free stay at the hotel, but nothing will fix this whole experience. We had to come back to Calgary and our mini vacation was ruined.