I had purchased a third-party online deal for a one-night hotel stay for myself and my two teenage children. We were also travelling with our dog. As a single mother, I had carefully saved and planned this staycation to celebrate my 40th birthday -- an occasion that was meant to be a rare and special moment for my family and me.
The incident occurred on Saturday, January 10th, 2026, at approximately 4:00 p.m., when I attempted to check in.
Upon checking in, it quickly became clear that there would be an issue. Front desk staff attempted to authorize a $100 charge on my Visa card. I explained that while my card is locked for purchases, it fully supports pre-authorizations or holds without issue. Despite this, I was told this was "unacceptable," and staff refused to check us in -- even though the reservation was already fully paid and my identification had been provided and verified.
I attempted to find a reasonable resolution by offering the only $100 cash I had on hand in lieu of the deposit. This was denied. When I asked what I was expected to do, I was advised to cancel my reservation -- despite it being non-refundable.
At this point, the manager on duty came to the desk. Unfortunately, her demeanor was extremely cold and dismissive. She appeared entirely unwilling to assist or show any empathy, despite my visible distress and the fact that I was openly crying. I repeatedly expressed how embarrassing and upsetting the situation was, yet there was no acknowledgment or compassion shown.
I attempted to contact my mother to see if she could assist by providing a Visa number, only to be told that a physical card and additional paperwork would be required. This left me with virtually no options. I explained that the only other card I had was my debit card. I was then informed that it could be used, but would require a $500 authorization.
I became increasingly upset and explained that I had only $435 in my account. The response I received was simply, "Sorry, I can't help you then." Eventually, the manager agreed to lower the authorization to $400. I proceeded with tears, as this left me with only $35 in my account for the remainder of the evening -- but at least I would not lose the entire cost of my non-refundable booking.
What was most disheartening was the complete lack of remorse, understanding, or effort to offer any form of goodwill -- whether a discount, an upgrade, or even a voucher. I understand that hotels have policies, but there is a profound difference between enforcing policies and doing so without compassion or basic humanity, especially in a managerial role.
Unfortunately, the experience did not improve once we reached the room. The bed sheets had visible holes, the bathroom was not properly stocked with basic bathing amenities, and the in-room phone did not work -- or calls to the front desk were not being answered. I cannot say for certain which it was.
Additionally, I was extremely disturbed to later return from walking my dog and see a photocopy of my personal ID lying face up at the reception desk. This represents a serious breach of privacy and placed my personal identity at risk.
In truth, had I been offered the option to walk away with a full refund at any point, I would have gladly done so.
I work very hard to earn very little, and this was meant to be a meaningful and rare celebration for my family. I did not deserve to be treated as though my situation -- or my dignity -- was inconsequential. read more