Staybridge Suites Toledo - Rossford - Perrysburg by IHG

I had reserved and prepaid a Two Queen One Bedroom Suite through Expedia via my travel agent supplier portal, and paid close to $700 for the two-night stay. When my family arrived, we were informed that there were no queen suites available and that Expedia had apparently been notified in advance of the issue. I do understand from the conversations at the front desk that Expedia likely dropped the ball in communicating this properly to me, so I recognize this was not entirely the hotel’s fault. However, we were traveling as a party of four for my father’s memorial service — not for a vacation or happy occasion. It was already one of the most difficult weekends of my life, and finding out upon arrival that the room type we specifically booked was unavailable added significant stress to an already emotional situation. To make matters worse, two members of my family had to sleep on the pullout sofa in Room 216, and the mattress had numerous visible stains all over it, which made everyone extremely uncomfortable. Under normal circumstances this would have been upsetting enough, but given the emotional reason for our trip, it made the situation even more difficult. I was also informed during my stay that the hotel received approximately $561 from Expedia for this reservation. At the same time, the publicly available non-member rate during my stay appeared to be approximately $320 including tax. I asked if the hotel would consider adjusting my final cost down closer to the direct rate that any walk-in guest would have paid during those same dates but was ignored. Additionally, on Saturday, Chris at the front desk advised me that I would be receiving a $250 credit due to the situation, which influenced our decision to remain at the property for the second night. However, upon checkout Sunday morning, I was told by another front desk employee that no compensation would be provided at all. The conflicting information was extremely disappointing. As someone in the travel industry myself, I truly try to avoid leaving negative reviews and understand that operational issues happen. I was simply asking for what I feel is a fair resolution given the circumstances — paying closer to the actual prevailing hotel rate rather than an inflated third-party amount for accommodations that were not what we reserved.