My family had booked 5 rooms at the Best Western Windsor Pointe hotel for the night of March17. We booked 2 weeks in advance, each room guaranteed with a credit card. When we arrived, I asked the desk clerk if there would be any problem if my son arrived a little later. He assured me that would be no problem since the room was held with a credit card. However, when my son did arrive at 7:00 that evening, he was told they had given his room away to someone who wanted to extend their stay, and booked him at room at another hotel of lesser quality somewhere else. This decision had been made earlier in the day by the hotel manager, Rene Moreno, but no attempt had been made to contact my son. Because this was a family event, we had to double up in our room so we could all be together. The manager simply told us "sorry, that's just the way it is." He could use some customer service rehab.