Booked a room at Microtel thinking I was doing it at their website. Wasn't informed I had been redirected to Reservations.com website.
After entering all the information , credit card number, etc. got an email saying everything was ok. Also got a reservation number.
We arrived at the hotel in the evening, after a long drive, with three kids , and a horrible winter weather .
The front desk staff informed us that not reservation was made on our name. No information on the computer, and asked for us to call Reservations.com!
I was expecting them to do that!
Anyway, after about 30 minutes everything was fixed. I still don't know what the problem was, and no appologies were given.
The booking was for a room with two queen beds, we got a queen bed and a sofa.
The rooms at the hotel are nice, clean, bright, cozy.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from PPaquettte, Manager at Microtel Inn & Suites Casselman
Responded 12 Jan 2020
Dear guest, I truly apologize that you didn't enjoy your experience. I understand how confusing booking online may be with all the ads for third party website showing up first in the google search. Unfortunately this is out of our control. I always suggest guest to ensure they are on the brand website which in our case will be the chain wyndham. I also apologize that the front desk agent didn't address your issue more efficiently and explained better how to resolve such a situation. The front desk agent recommended you to call the third party agency yourself since we do not have the authority to modify or cancel a booking on a guest behalf. These third party reservations ( when they actually show up in our system) are all blocked off in a way that even hotel staff cant modify anything. She probably just wanted to make sure that you would not get charged or that you would get refunded properly by this third party booking and not charge you twice. As for the room type, I apologize again. We usually do have room with 2 queens available but sometimes they do sell out. I would require more information to look into that. Overall I hope that you enjoyed the hotel itself and we hope to see you again in the future. Please remember that if you are still having any issues regarding the third party booking to contact me directly and I will assist you as best as I can to get everything resolved. Kind regards Pamela - manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC