CONCLUSION: I booked a room through booking.com. My search criteria indicated 3 adults. In my search, I saw that room was recommended for 3 people, with a max of 4 people. Upon arrival, we found one bed and one sofa. Closer inspection revealed it was NOT a sofa bed. I realized at 10pm there was no blanket for the third person who would be sleeping on the sofa. Their web page indicates 24/7 service. However, they stated in a text to me that they were NOT 24/7 and that I would have to "make do".
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My two daughters and I decided to do a Seattle staycation. I spent a long time online trying to find the "just right" place for the THREE of us to stay one night. I found it on Booking.com., I chose Belltown Corporate Housing by Luxe Hubs, managed by Owens Properties.
My confirmation email said that the rental was for the one night, for three people. It also read, "Number of guests: max. 4 people.
I sent an email asking about parking. The response was there was no parking currently available. At the end of that email was the reservation confirmation indicating my reservation was for a total guest count of 3.
We checked in on 12/12/2018. A really good set of instructions had been emailed to me. I entered the keycode so we could enter the secure building. Very nice. Alternatively, in addition to that code, the instructions said we could enter a different number and they would buzz us in. This indicated to me that property management was on site.
We got to our room on the 23rd floor. We were impressed by the view of downtown Seattle, as well as the Space Needle in Seattle Center. We went up to the rooftop to see more of the view. We were quite impressed.
We went back to our apartment to get ready to go have some fun. We had already noted there was only one bed and that the sofa wasn't a pull out. OK. Not as I had been expecting, but I knew we'd be ok. The girls would have the bedroom and I'd sleep on the sofa. Not a big deal.
We returned about 9:30pm. Just before 10pm, I went into the bedroom, to the closet, only to find no blankets or pillows. And only one blanket on the bed. I emailed property management to let them know I needed these things. They didn't respond until 11:15pm.
Their response was: The couch is actually not a pull out sofa. I'm sorry we did not notice you were 3 people and we normally just rent for 2 people only. Unfortunately, there's no one in the area now to deliver an extra blanket.
My response was: Fortunately for us, there are plenty of towels and sheets. I made myself a blanket. A sheet folded in half with the blankets in between. Not my happiest hour.
In the morning, I received this text: Good morning--I'm sorry I hope you were able to make do. :( Had we known earlier we could have delivered but we don't have 24/7 service :( Have a great day!
I responded: But you did know from my reservation. It just never dawned on me that when you reserve for three, that there wouldn't be a bed and blanket for three.
I received no response to that last text.
Today, I have emailed them a few things screenshots straight from booking.com, confirmation emails from booking.com, and their Owens Properties web page. These included:
1) the confirmation from Booking.com indicating my reservation was for 3,
2) a screenshot of their web page saying that they offer 24/7 service,
3) the confirmation email from booking.com that the max occupants for the room was 4, and
4) my confirmation email indicating the room was "Recommended for 3 adults".
They responded: Again I am so sorry. I just saw on our listing page and it says we only have 1 bed and it can accommodate 2 people. We say there is no bed in the living area. Again, I know how tough it is to lose sleep. I'll call Booking right away to make sure there is no information I am missing. I wish you all the best!
Finally, I received this response: Okay Jill. It does clearly say 1 bed, and fits 2, and no sofa bed is available. Please try to have a better day.
Please TRY to have a better day? How condescending! Everything I presented to them was totally contradictory to that last and final message claiming 1 bedroom, fits 2!
Ultimately, they accepted zero responsibility. This, after I provided them with totally substantiated proof that the information that I received in advance contradicted the room itself. I was thorough in indicating that my complaint is valid.
CONCLUSION: I booked a room through booking.com. My search criteria indicated 3 adults. In my search, I saw that room was recommended for 3 people, with a max of 4 people. Upon arrival, we found one bed and one sofa. Closer inspection revealed it was NOT a sofa bed. I realized at 10pm there was no blanket for the third person who would be sleeping on the sofa. Their web page indicates 24/7 service. However, they stated in a text to me that they were NOT 24/7 and that I would have to "make do". read more