Rosaleen Austin

Review of Sleep Inn & Suites- Allendale,...

I have an issue I need to bring to the attention o...

I have an issue I need to bring to the attention of Choice Hotels Customer Service. We stayed at the Sleep Inn in Allendale, Mi on June 26th. We were part of a group of 5 families that had made a 2-night reservation so that we could be close to Grand Haven for a kid's soccer tournament. Unfortunately, when our group arrived, the hotel staff informed us that the reservation was only for one night and that they were completely booked for the following night!!! There was NO MANAGER on duty to help resolve this issue which is completely unacceptable. The front desk staff tried to call the manager multiple times but were unable to reach him. The staff at the front desk did their best calling around to local hotels to see if any had rooms available, but we were left to our own devices to make a reservation at whatever the published rate was (all available rooms were much higher than the Sleep Inn). Still, nothing has been done to resolve the original error. The desk staff offered to discount our rooms 10% because of the error, but we were all charged the full amount the next morning (with someone else at the desk). All 5 families needed to leave by 7 am to make it to the soccer tournament on time so we were unable to pursue this issue further. I would greatly appreciate a response from Choice hotels on this and would hope that a customer-service oriented company would address this issue promptly.