Kat S.
Yelp
In mid-January, my fiance and I reserved a room at the Hotel Laurance for a Valentine's Day getaway in Luray. We received confirmation of our reservation from Hotels.com, and believed everything was set for our stay. But, when we arrived at the hotel, we were told that our reservation was in the computer system, but the room was double booked. There were no other open rooms, and we could not stay there.
The woman at the front desk told us this had happened a few times before (apparently, the two online reservation requests were submitted very close together, and this somehow resulted in a double booking). We understand that mistakes happen. But since the reservation was in the hotel's computer system and they could see room was double booked, this seems like something hotel employees should have caught early and notified us about, especially if it had happened a few times before.
Overall, we were very disappointed with the customer service we received. The hotel staff suggested other places to stay (many of the popular accommodations were full or pricey, because it was Valentine's Day weekend and at this point it was late in the day), but at no point did the hotel offer to pay for our stay elsewhere or provide a voucher if we wanted to come back another time.
The staff did not accept any responsibility for what happened. Instead, they blamed the issue entirely on Hotels.com. The front desk employee offered to call Hotels.com on our behalf to request a refund or demand they pay for us to stay at another hotel. She explained that in the past, Hotels.com had sometimes been reluctant to give refunds when this happened, and that it could be a lengthy process. At this point, it was about 5:30 p.m. After she spent about half an hour on hold and calling other local accommodations (most were full or pricey), we decided to just get dinner and drive the two hours home. We didn't want to book another hotel without our refund in hand, and were still in shock, processing how this could have happened.
The front desk employee took my fiance's phone number and told us she would continue to try to get through to Hotels.com and would call when she did. We didn't receive a call from her, and when we followed up via email the next day, she told us she had been on hold with customer service "for four hours" and was unable to get through. We called shortly after and secured a refund from a very understanding and helpful hotels.com rep within about 10 minutes.
When we followed up with the front desk employee and the general manager, Lauren, to express how upsetting and confusing this experience had been for us, we received a lengthy email from Lauren which detailed her many grievances with Hotels.com/Expedia (she accused Hotels.com of "lying" to us) and explained that if we had made a reservation directly through the hotel, this would not have happened. Again, there was no offer from the hotel to make up for what had been a stressful and overall unpleasant experience.
This was especially disappointing because we are getting married in Luray next year, and had hoped to recommend the Hotel Laurance to family and friends. We were also looking forward to a special Valentine's Day weekend in Luray, which instead resulted in a stressful and confusing evening.
The hotel looks beautiful and is a short walk from shops and restaurants on Luray's main drag, but after this experience, I can't recommend it.