홈2 스위트 바이 힐튼 애머스트 버팔로

Unfortunately, our experience was disappointing, mainly because of how the room downgrade was communicated and handled. We booked a room with two queen beds but were given a king room with a sofa bed/rollaway instead. The sofa bed was extremely uncomfortable, and we weren't provided enough blankets to sleep comfortably. More importantly, the hotel apparently knew our reserved room type was unavailable but did not inform us until we arrived, leaving us with very limited options. At check-in, I asked about a refund or price adjustment since we weren't receiving what we booked and was told they would work something out. The next morning, when I followed up, I was instead told that we had paid a substantially lower rate because we booked through Expedia. Regardless of the booking platform or rate, I believe guests should receive the room they reserved or a reasonable adjustment when the hotel cannot provide it. I wasn't asking for a free stay—only to pay appropriately for what was actually provided. I then contacted Expedia, and they handled the situation professionally and gracefully. After hearing what happened, they stepped in and worked with the hotel's front desk toward a resolution. Room availability issues can happen. Better communication, advance notice, and fair handling would have made this a very different experience. I greatly appreciate Expedia's support in resolving the issue.