I booked the hotel for my wife and kids who were coming from San Francisco late at night. I wanted to make sure they have a hotel. I booked a room with 2 queen beds for 4 people and paid 4 days prior to check in. When my wife and kids and my mother-in-law went to check in, they were given a room with single bed and were told that they have no more rooms cause they are checking in late and the booked room is not available. Excuse me, I dont care what time we check in, if we paid for one of your big rooms with 2 queen for 4 people, you have to provide it, no matter we check in late or not because it has already been paid for. My wife, mother-in-law and 2 kids had a very poor night, cause 2 adults ended up sleeping on the floor on nothing, not even a blanket. It is not a good service, and they blame it on Hotels.com which I also will send a complain to.
I was really pissed with this service, and although the manager tried to patch it up with 10.000 points, it will not justify any of the above.
It will definitely affect my future bookings in Hilton hotels and through Hotels.com. And I will also reconsider my membership.