The word "outrageous" doesn’t even begin to describe our experience at Hideaway Santa Barbara. After hours of driving and with a CONFIRMED and PAID reservation in hand, we were met by a receptionist who coldly informed us about a double booking and that, regrettably, we had no room. While situations like this can happen, what truly turned our disappointment into frustration was the utter lack of solutions or compensations offered.
The only glimmer of "help" was a suggestion to try our luck at another nearby hotel, with no guarantee of availability or a reasonable price. Upon insisting that she assist us by calling the other hotel, the price we were offered was almost double and, to add insult to injury, they had no parking available.
It's absolutely inconceivable that, in 2023, with such advanced technology and reservation systems, customers are subjected to this treatment and these circumstances. Overbooking management and reservation errors are things that hotels should have under control to avoid such inconveniences to their guests.
What could have been a pleasant stay quickly turned into a stressful and exhausting situation, ruining our plans and leaving us scrambling to find a place to rest after a long journey.
Hideaway has demonstrated a staggering lack of respect and consideration towards us as customers and, what’s even more astonishing, a total lack of preparedness to handle situations like this in a professional and efficient manner.