InnTown Suites Reservation Not Honored Tampa Florida

I made a reservation online a month ahead of time at the Tampa location. My reservation was confirmed and I felt good knowing my husband would have a decent long-term place to stay during his relocation that wasn't going to empty our bank account. 4 days prior to check in, I received an e-mail reminder about our upcoming reservation. 2 days prior to check in, I received another reminder with directions and instructions that we must check in prior to 4pm.

On check in day, we arrived at 3:40p and gave the front desk clerk our name. She said, "I'm sorry, I have nothing available." We explained we had a reservation. She advised us that, "Even though it doesn't make sense, a reservation isn't a reservation. It doesn't guarantee you'll get a room. Current guests have the ability to extend their stay and we accommodate walk-ins as well." So we were there with no place to stay, a van full of my husband's belongings and really no knowledge of the area.

I called the customer service number and was basically told someone should have called me to inform me the hotel was first-come, first-served and that the reservation is a courtesy hold. I asked how long the hold was good for and the Rep said until 4:00 local time. I told her we checked in before 4:00 and she said then there must've been walk-ins or guests who extended their stay. So basically, even the courtesy hold is NOT a HOLD!!

I have always believed - and I think the dictionary will back me up on this - that a "reservation" means you are reserving, or keeping, something for someone in particular. If I make a reservation, I expect that reservation to be honored. I will NEVER use Inntown Suites again and I will write this review on every review site I can find. Nobody offered a solution, nobody offered to rectify the situation, nobody offered assistance, nobody had answers. The website clearly says "Make a RESERVATION", not "Make a COURTESY HOLD". Further, it doesn't state that your hold will be removed if walk-ins show up or current guests extend their stay.

This is no way to run a business and I sincerely hope this doesn't happen to anyone else in our position.