Bookit.com BookIt Bait and Switch Internet, Internet

On April 30, 2010, I used BookIt.com for a hotel reservation in Fort Lauderdale, FL.  This was advertised as a one night stay at a Bed and Breakfast type of place directly on the beach, which had a pool, and the bedroom overlooking the ocean.  The reservation was made for the next day of May 1, 2010 with a checkout of May 2, 2010. Here is the website to the hotel:  http://www.alittleinnhotel.com/

I specifically called the hotel to make sure that I was in fact getting The Little Inn By the Sea, and not The Little Inn Too, which is its sister hotel.  I was told by the clerk that answered that I was indeed getting the main hotel.  When I made the reservation, I specifically requested the type of room I wanted, and my expectations upon arrival:  

Guest Request: Please have ocean view and clean like in the internet pictures. My wife will freak out if it is dingy, as described in some of the on-line reviews. We look forward to staying there, however, as it just looks gorgeous in the pictures.

I believe I had done all prudent things to insure our stay would be enjoyable.  My main criteria for selecting a hotel was that the hotel be located directly on the beach, have a pool, and not be a chain type of hotel.  I was on vacation with my family, and I wanted my kids (5 and 7) to have the experience of running from the ocean to the pool, and back again, on the beautiful Ft.Lauderdale beach.  

Check-in time listed for them wasnt until 3pm, so we did other activities first, and ended up arriving about 3:30-3:45pm.  Upon arriving at the hotel, we were very happy.  It was exactly like in the pictures and completely met our expectations.  A beautiful hotel, great looking pool, with the beach just a few steps away.  My wife showed our kids around as I checked in. 

Now the frustration began: the receptionist told me that the rooms had been double-booked and I would not have a room at this hotel.  They apparently had a comparable hotel they had already secured a place in, and were putting me there (I erroneously assumed it was The Little Inn Too).  I told them this was not acceptable, as I had only made the reservation the day before, and they certainly should have known if they had rooms or not.  The receptionist blamed BookIt.com for the mistake and said they do it all the time.  I asked about getting some of my money back, as this was not the product I was promised, but I was denied.  I asked the clerk for the manager, and was told she was not there; however the clerk wrote my name and cell phone number down to have the manager give me a call as soon as possible (she never called).  I called BookIt.com for help, but they had an automatic hold message saying the current hold time was something like 30+ minutes.  I also sent BookIt.com and email through there customer support address for them to call me immediately. 

We went to the comparable hotel and had nothing but frustration from that point fourth.  They sent me several blocks away to the Beach Winds Apartments and Motel on the corner of

Palm Ave

and A1A.   This place is a dump!  It is a mid-rise apartment-looking complex, across the street from an actual resort that is located on the beach.  The clientele was certainly low class, had music blaring in the pool area from the Tiki-bar, as well as having women inappropriately dressed, even for a pool area.  Our room was on the second floor, directly above the Tiki Bar with its loud music that lasted well into the night (kept the kids up for a long while, until they eventually just passed out).  I asked about The Little Inn Too, but was told they were full.  I asked for some of my money back, as this wasnt the hotel I paid for, and was told there was nothing they could do.  I also had the highly embarrassing family experience of riding up an elevator with my little kids that had a large graffiti drawing of a p***s on it.  Classy.

We asked for extra towels and extra pillows.  It took three separate phone calls and over four hours to get some (not all) pillows we asked for, and was told they have no more bath towels, only hand towels.  The bathroom was DISGUSTING!  I took lots of pictures of it for proof.  Mold everywhere, ceiling had multiple colors/layers of paint that was peeling. Bathtub really stained, door hinge areas had lots of rust/staining on it.  Toilet clogged, sink had trouble draining, etc.  Large telephone electrical box with all wires exposed behind an unlocked large opening in closet area.  Asked for some towels for the pool, told to go to the actual laundry room and get them ourselves if any were clean.

I emailed BookIt.com again a couple of hours after checking in to this hotel, and still received no response.  By the time we finished with being denied the first hotel, finding and checking into the second hotel, we had no time to find a new place with the accommodations we were looking for.  I did not have a computer to search (left it at home due to being on vacation), BookIt.com was not helping, current hotel said they were basically out of rooms (gave us the best they had).  Since the check in time was so late, we were no running out of sun time to get the kids to the beach and pool.  Basically we felt trapped, and had to just plow through the experience or ruin any time with the kids (main point of a vacation of course).

In the morning, we had to use the hand towels to dry off, as well as use a slow draining sink and clogged toilet.  We checked out early just to get away from that place.  This experience was totally unacceptable.  I compare this to saving up money to get a nice steak at Mortons Steak House and prepaying.  Then after arriving, being told they are out of steak, but they have a comparable place for us next door at McDonalds.  Hey, it is still beef, and it is food, so it is comparableand no, they will not refund my money since it is comparable. 

We had one night to spend a few extra dollars on vacation that was supposed to be a special hotel/location.  If I wanted an off the beach hotel, there were many other options that were much cheaper with a brand name of known quality.  This seemed to me like a classic bait-and-switch, with all indications of this not exactly being the first time they have done this.  I intend to send this letter to the BBB and the Attorney Generals office of Florida.  I feel I did everything I could to make the proper reservations, listing my expectations, arriving on time, complaining to the receptionist, asking for the manager, trying to get a hold of BookIt.com, all with no results.

I have since received an email from BookIt.com (May 4, 2010) saying they are sorry for my unpleasant stay and they are forwarding my situation to their Resolutions Team and to give them up to 10 business days to respond.  I emailed them back on that 10^th day with no response.  I emailed them five days after that stating that Im sending in this letter to my credit card company as well to the Attorney General of Floridas office on Monday the 24^th, yet have had no response.  They should not be able to get away with this scam.