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| - Booked hotel through Priceline last week for a softball tournament my daughter was in, charged close to $400 for 2 nights. Priceline cannot guarantee particular rooms, therefore once reservations are made, customer must make contact with the hotel for specific requests. I requested a double bed, non-smoking (as my daughter has severe allergies). Upon arrival I was greeted by the front desk clerk, she was kind and she signed me up for the Marriott Rewards Program. We proceeded with small talk during the registration process and I recounted how I had a terrible day and that I literally cried almost the entire 6 hour drive to Phoenix and that I couldn't imagine anything else going wrong for me that day. After receiving my keys I proceeded straight to the room and immediately noticed only one bed (which I could have dealt with) but then as I walked further into the room I was immediately hit with an EXTREMELY strong smell of smoke. It was not a smell possible a neighboring room nor that of possible the previous night's guest, but more as if the room was a smoking room. Very old, musty and in the paint/walls. I threw myself on the bed and cried for a bit because this was the straw that broke the camel's back after the day I had. I went back to the front desk in tears and mentioned to the clerk, she told me that it was a non-smoking room, I then told her to follow me to the room to see for herself what I was talking about. At that point she asked me if I had used anything in the room or moved things around, I told her "no", at which point she stated to me that she would refund my money and took my room keys back (they didn't have any more rooms to accommodate me I assume). Well low and behold, I was still charged for the reservation as well as for the other hotel I ended up staying in that weekend. $800 for hotel room reservations is a lot for a singe mother and is something that I definitely can't afford, to make a long story short, I have contacted the hotel twice and so has Priceline to resolve this issue. All four times we were told that the manager was not available or not there and that they would relay the message. I attempted to call both AM and PM, on weekdays and have yet to hear back from anyone. Very upsetting! I would have never booked another reservation through Priceline for the same night, for the exact same days if I had not been told that my money would be refunded!
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