The reservation was canceled and they blamed Hotels.com. I never received a cancelation email from hotels.com. on the contrary, I received a "how was your check in?" email from Hotels.com indicating that hotels.com did not cancel the reservation.
I arrived at night with 2 small children only to be told they had no room for us. THEY canceled the reservation and gave it to someone who booked directly through them. Instead of owning up to it and making it right, they tried to get me to stay at another garbage Double Tree for more money. I asked them to send me a cab to the other hotel and they told me that their "car service had no available drivers." More lies.
I chose to go to another hotel, that I booked via hotels.com and had no issues. As is my usual experience! They have terrible front desk staff, and their manager, who wasnt there was no help either. I'm glad that I was able to book a better hotel, better room at a better rate via hotels.com
My kids were safe and happy. Thats all that matters. I would have never booked a Double Tree. My wife did this for me thinking Doubletree was good since she is a Hilton member. Joke's on her. No..actually the joke was on me and our boys! Avoid this trash dump at all cost!