We had just drover over 15 hours from South Carolina, when we got to Gas City around 8:30 PM, we checked in only to find out our first night, under a separate reservation using free night was in a
separate room (230), then we would have to change rooms the next day. (226). Plus the paid reservation was no longer in their system. They were able to get it back in. It did not register until we got to the room, that it was going to be a big problem as we would be away all day the next day and would not be able to “recheck in” for the other room and move our things.
I went back to the counter to see if there were any other solutions available. The lady checked and found out that 226 should be available, which would be great so we do not have to change rooms. She checked and the computer showed someone in the room, but no card on file for them. She tried calling the room, and received no answer. She double checked by going to room and found that it was in fact unoccupied. Great news! So we moved our things and was thankful for her help.
My wife ended up getting sick and had to stay in room, on Friday night she left to get dinner and came back and could not get into room. She went down to front counter to find out our cards had been deactivated. The lady was real nice and was able to determine it could have happened due to the confusion.
It does appear the hotel made it right by discounting our stay based on our final bill. I do not blame them for anything. They were ALL great.
Suggestion, make it so guest can associate reservations together so if booking back to back, the local hotel would be able to easily associate the two.
I will also be sending this to IHG Customer Service.