The Lumen

I was swindled by this hotel. The front desk advised me to cancel my reservation (through Expedia) and I would be refunded. Days later, the hotel management decided to not issue a refund despite what the front desk had assured me. I needed to cancel my reservation the day before our stay since we were stuck in Los Angeles and it was unlikely we would make it to Dallas in time due to flight rearrangements. I originally booked through Expedia but called the hotel directly to cancel. The front desk was very nice and after explaining my situation, they were very understanding. They informed me that I had booked a non-refundable rate but that since I called in time, I would be refunded by the hotel. I was very thankful and I thought that was the end of it. However, they told me that since I booked through Expedia, I needed to cancel through Expedia. After explaining the situation of flights and my conversation with the Lumen front desk, Expedia decided to call the front desk themselves and confirm what I was told. After Expedia spoke with the front desk at the Lumen, they confirmed what the front desk assured me. Fast forward, our flights were rebooked and we were able to make it to Dallas after all, albeit late. I booked a hotel close to the airport that night. After a few weeks, I still hadnt been issued a refund. I called Expedia and they informed me that despite what the front desk told us, the management denied it. I understand that rules are rules and that I booked a non-refundable rate. I would have been content with keeping the reservation (having paid for it) and hoping that I we would make it in time. However, since the Lumen front desk told me that I would be refunded, I felt comfortable canceling with Expedia. This advice from the front desk ended up costing me. I cant help but feel like I was swindled. I think the hotel should honor what the front desk tells clients.
Mar 27th, 2024

Mar 7th, 2024

Don't waste your time.
Feb 20th, 2024

All was very good with the exception of the cafe hours. They were inconsistent.
Jan 29th, 2024

The hotel and the rooms need a lot of updating. Towel rack was coming off the wall, the light for the closet would randomly come on, the walls are pretty thin and you can hear people next door, the trim in the suite room was coming off as well as the coffee table had broken feet so it wobbled, etc. The staff however were amazing. Always friendly and answered any questions we had. The location is great as well.
Jan 2nd, 2024