I had this same experience at a Doubletree in New Jersey. I was working at a client site, we had system problems, and I didn't get out of there until 3:30 AM. When I showed up they had given my room away. They sent me to a roach motel down the street, where I got the last room available. Crappy room, wallpaper and carpet didn't match, under the bed was dirty, and it was a smoking room (and I don't smoke).
There is no such thing as a guarantee in that business.
LQ
Yuck! What a loathesome experience! Do these bozos not understand that this is Bad For Business? I don't think they do!