Made reservation months in advance of a trade show for a particularly well located hotel. Price was very good. We prepaid for two suites (location and room type needed to entertain customers). Weeks before the show, national travel planners called saying that they did not have a room. They offered two rooms in an unsatisfactory location that were much smaller for the same price. We requested they find us rooms meeting our size and location criteria. They refused even if they had to find another travel agent.
We reported the incident to the credit card company and received a credit. It is hard to tell if they are dishonest or incompetent. They could have rectified the situation to the satisfaction of their customer.
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