I made the initial reservation through a 3rd party reservation site and later discovered I needed an additional night. Upon check-in, I spoke to Mariana at the front desk and she made another reservation guaranteeing the same rooms so I wouldn't have to check out and then back in. She quoted me a room rate for the extra night and said we were all set. Prior to leaving for work on the day of my reservation I confirmed that we were booked the additional night and was left with the impression that we were. Just after check out time, the same clerk who I spoke with earlier that morning called wanting to know if we were checking out. I told her no because we were staying the additional night as discussed and reserved. She told me we did not have a reservation and the reservation could not be extended an additional night since it was made through a 3rd party. I explained the reservation was made through them but with same rooms so we would not have to pack up ans check out only to check back in that evening. She told me again that reservations through 3rd parties cannot be extended and Mariana could not have done that. I requested to speak to a manager and she told me the only management was head of housekeeping who could not help with reservations. I and my 2 co-workers had to leave work to go check out and find other rooms for the night elsewhere. This was our second stay within the last 6 weeks or so. We will not be returning in future.
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