When Utah resident Ariana Patino and her sister traveled to Las Vegas for a weekend getaway, they expected to stay at Palette Las Vegas, the hotel they had booked through Booking.com. Upon arriving in the city, the sisters could not locate the address shown on their reservation. “We actually drove around for like 45 minutes trying to find out where this hotel is,” Patino told ABC News.
The nearest address matched the OYO Hotel & Casino, a property Patino said she had intentionally avoided because of negative reviews. Inside the OYO lobby, the sisters noticed the registration desk bore the Palette Las Vegas branding they had seen online. “As soon as I walked in the doors, I recognized where it had the registration sign on Palette Las Vegas on the booking site,” Patino recalled. “It had Oyo’s name with the exact same registration desk. That’s when it kind of clicked.”
Front‑desk confusion
Patino approached the front‑desk staff and asked about the discrepancy. The receptionist confirmed, “Yes, that’s us,” and explained that the property had posted multiple listings to see which generated more bookings. Patino filed complaints with Booking.com, her bank and the Better Business Bureau.
Industry reaction
Nick Ewen, editor‑in‑chief of The Points Guy, described the situation as “brazen,” noting that while hotels sometimes rebrand, this appeared to be an intentional effort to mislead guests.
Hotel response
OYO Hotel & Casino issued a statement acknowledging the error. “We were evaluating how different blocks, or room categories, could be positioned under different brands. However, the listing went live while the related renovations and signage at the property were still being completed,” the statement read. The hotel expressed regret for the confusion and inconvenience.
Booking.com action
Following an internal investigation, Booking.com removed the Palette Las Vegas listing from its platform and began processing a refund for Patino. The company said it remains committed to protecting guests as “sophisticated fraud tactics are increasing.”
Impact on travelers
Patino said the experience left her frustrated, emphasizing that corporations should not be allowed to deceive consumers. “This crossed the line,” she said. “I mean, this is where I’m sleeping, this is where I am staying and I don’t think corporations like that should be able to get away with something like that.”
The incident highlights the importance of accurate online listings for travelers and raises questions about oversight of third‑party booking platforms.
Original reporting: Allentown News – 6abc Philadelphia — read the source article.
