Shanghai Hongqiao Airport Hotel

We first made a reservation on ctrip.com which didn't go thru. We didn't notice that till we showed up at the hotel front desk. That is our own fault. The hotel has plenty of vacancy but they will not offer us the room type at the same rate. They told us that we had to make a reservation online instead. So we stepped away from the front desk and made the reservation on booking.com. When we went back to the front desk, they said the reservation on booking.com would not come thru till next day. What? You have just told us to make a reservation online five minutes ago! They called a manager over to sort things out. The manager said he will just sell us the room at the same rate. Why couldn't you do that five minutes ago then? To prevent double charges, he asked us to cancel the reservation on booking.com, which returned as "unable to cancel, waiting for response from the property". The cancellation process could take 24 hours. The whole checking in process took almost one hour. What really annoys me is that they have plenty rooms available but they made a very difficult process to get us into a room. Why?

Service.