Mixed Experience – Great Staff, But Poor Communication Between Booking Vendor and Hotel
We recently stayed at the Country Inn & Suites by Radisson in Beaufort West, SC. The reception staff was courteous and very accommodating, going out of his way to personally show us both available room options after we encountered a booking issue.
We had booked an AED room through Expedia, expecting it to be accessible with appropriate amenities for our needs. However, upon arrival, we were told the only room available was a King bedroom, which couldn’t accommodate a third person—something that was not clearly stated on Expedia’s website. The alternative room offered had two twin beds and was accessible, but not AED.
This situation created confusion and inconvenience at check-in. It’s important that Expedia and the hotel improve their coordination and provide clear, accurate descriptions of room types, especially the difference between "Accessible" and "AED" rooms, and specify occupancy limits.
While we appreciate the staff’s efforts to assist us, this issue highlights the need for better clarity and transparency on booking platforms to avoid such misunderstandings in the future.