I had booked a 1-night stay through MMT but needed to extend it for one more night. I informed the night receptionist, and he told me I could book either online or directly. I also asked if I needed to complete the formalities right then, and he said it could be done in the morning.
The next morning, with about 15 minutes left before checkout, I went to the reception. A different person was there, and while I was discussing the extension, the manager joined in. he responded saying I had been upgraded to a deluxe room (even though I had booked a standard room). While talking to me, he was also working on the computer, and within 2 minutes, the same room showed as unavailable online.
It seemed very clear that the manager had intentionally made the room unavailable to prevent me from booking it online and instead forced me to pay directly. When I pointed this out, he casually said that maybe the rooms had sold out.
This was extremely unprofessional. I had no choice but to stay since I had luggage and checkout time was almost over.
Also, the so-called “deluxe” room didn’t feel upgraded at all. If that was an upgraded room, I can only imagine how bad the standard room must be.
I’ve worked in the travel industry myself, so I could clearly see what was happening. Very disappointing experience and not at all customer-friendly.