Upon our arrival on Thursday, we were informed by the hotel manager that our reservation had been canceled due to a late arrival. Our original check in date was Wednesday, May 7th, and we called the hotel to tell them we could not make it until Thursday. We were told it would be no problem.
Despite explaining that we had traveled from out of town and were in urgent need of accommodation for the remainder of our stay, we were met with an unhelpful and impolite response, stating that no options were available and that assistance could not be provided.
As a result, we were forced to secure alternative accommodations at a different hotel in the city.
We had been looking forward to our first experience with Drury Hotels; however, we were extremely disappointed with the level of customer service we received and the overall experience. We reached out to the appropriate departments and have documentation confirming that our reservation was valid and not canceled, yet we were still met with rudeness and a lack of support.
