Business ProfileforThe Cook Hotel

On 9/25/21, I checked into The Cook Hotel & Conference Center in which I had a paid reservation for a luxury suite w/2 double beds suite for 1 night. This reservation was booked with my membership with Plum Benefits. Once entering my room, I discovered that is was not the room I had booked and paid for, but instead, was the Deluxe Double room, which was cheaper than the price I had paid. The manager on duty that night, *****, was not available to speak to me, so I had to wait 40 minutes until she arrived at the hotel, leaving me no choice but to cancel the plans that I had made for that evening. After explaining to ***** about being given the wrong room, I was told by her that I wouldn't be given a refund for the price difference and was also told by her that if I paid the difference, then I could have the luxury suite for the evening. I was appalled by her statement. I asked what the price would be and she told me $259!! Before reserving this room at this hotel, I did extensive research on various hotels and the rooms available in each, along with the prices. I knew there was no room at The Cook Hotel for that price, so I pulled up the hotel's website and showed her the prices for each room and she insisted those prices were not correct and said they were prices of a third party and they were not. Obviously, the customer is not right at that establishment, even when there is a print out of the reservation confirmation. If there were no luxury rooms available for that night, maybe I could understand her telling me that I couldn't get the room that I reserved, but that was not the case because she would have given me the luxury suite if I would have paid extra for it. Not only did I have to stay in a room that I didn't book, but the tub was clogged and we found a man's black sock under the table, so obviously, housekeeping is not doing too good with the exceptional cleaning that should be done during the Covid pandemic. I will never understand why, as a customer, I was not offered a refund of some sort or, better yet, why was I not allowed to stay in the luxury suite that I had booked.