Week 2 assignment

           Two weeks ago, my friends and I went to Big Bear Mountain to snowboard. A week earlier, we had reserved two non-smoking hotel rooms through Hotel.com. On the day we went to Big Bear Mountain, we arrived a little earlier than the hotel’s check-in time, so we lugged our bags to where we were going to snowboard.

           We snowboarded late into the evening and then went back to the hotel to check in. It was about 10 pm. We went to desk to check into our rooms, and the employee helped us. After few minutes, however, he gave us only one room key, so we asked him where our other room key was. He told us that we had only reserved one room. My friend who had booked the room accessed the email with the purchase summary and showed it to him in order to prove that we had purchased two rooms for the night. However, the employee told us that on the hotel’s computer they had received a request for only one room from Hotels.com.

           After calling Hotels.com to explain the situation and arguing with a representative of the website for 10 minutes, the employee told us that it was Hotels.com’s problem. After trying to find another room for us, the employee reported that only smoking rooms were available. Since it was very late, we had no choice but to take the smoking room. We are all non-smokers, and the condition of the room was poor, but we had to sleep there for lack of other options. Altogether, this was my first negative experience with social media.