"Two weeks ago, I used Hotels.com to book two rooms: one for 2 adults and 2 children, and another for 2 adults. However, when we checked in at the LAI Hotel on December 27, the staff informed us that they do not have family rooms to accommodate 2 adults and 2 children.
As a result, we were forced to add an extra bed to each of the two rooms (splitting into 2 adults + 1 child per room) and had to pay an additional USD 80.
I believe Hotels.com should have verified the room capacity with the hotel before confirming the booking. This discrepancy caused us significant inconvenience and unexpected costs. I look forward to hearing how you intend to resolve this issue and compensate us for the additional charges."
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