Paid full price for a...

Liked: I booked a room for my husband as he had an exam the following day and needed a quiet (child-free space) to study. Upon attempting to check in with staff member "J B" he was told the hotel would not permit it. The reason was initially that he didn't have a Sheraton booking confirmation number (only a Booking .com one). Once she got over this hurdle, the issue was that I had booked the room under my name and not his. Ultimately, she refused to check him in because, although he had brought the debit card that I had booked the hotel with, because it had my name on it they would not accept it without me being there with valid ID. Hotel policy not stated anywhere when booking. My husband phoned me and I explained to JB that I was the card holder but she continued to refuse check-in stating that I "could be anyone with a stolen credit card". I understand this, but this is of course the risk associated with any online transaction. If there was a 'no show' the card would still be charged - no ID needed then. JB advised she would cancel the room and not charge the card, but I have been charged. My husband had a high stakes exam the following day that he needed to study for. The worst bit wasn't the policy that my husband was supposedly non-compliant with, it is that JB was so incredibly unhelpful throughout the interaction and actually seemed to take glee and joy in seeing someone else stressed and revelled in the 'drama'.
Disliked: Customer service. Front desk attitude and unwillingness to seek a resolution and be helpful. The enforcement of policies that are not clearly stated anywhere.