That is when Crystal said she was the General Manager and we needed to decide what we were going to do. I literally could not comprehend how a hotel could remains in Business without guaranteeing a room type. Gobsmacked and shocked I asked for her to verify what I thought I has heard And Crystal said again that Pala Casino does not guarantee or assign room types.
Then we asked how two people who requested two beds could be given a king bed and that’s when Crystal said “we don’t confirm room types”! I have never in my life heard of a hotel that does not assign room types in a reservation. We asked if we could wait for a two queen beds of guests checking out and we were told “housekeeping doesn’t work 24 hours”. When we inquired further about any other room (i.e last room available or possible cancellations) Crystal said the hotel could hold our luggage and we could attend the event and check back but there were no guarantees. Crystal explained that the hotel was sold out and they could add a rollaway bed. When we asked to see a manager, Crystal came up to the desk (and had been the person Judy called). When asked the room type shown on the reservation to check if it had somehow been changed during room assignments, we were told a king is all they had for us after she called someone on the phone. Arrived at check in to find hotel sold out and the double bed reservation was not honored and given a king bed by “Judy”.
