Hotel was booked and fully paid for through Expedia, at arrival they took my credit card to put a hold on - usual stuff. The next day, coming back to the hotel we discovered that our keys didn't work anymore. My toddler was starving and I had not way get in. When I called down from the 10th floor lobby, Skye at the front desk said that they purposely "locked [us] out" because they didn't have a card on file. When I told her that it didn't make any sense, she kept repeating that it's just policy. At this point, I just complied and went back downstairs and waited in line. Skye at the front desk just kept repeating it is their policy to lock people out when they don't have a credit card on file. I asked about alternatives, like leaving a note or a phone call about and her response was like cassette on replay, “that's just our policy that's just our policy”. She admitted it was a mistake by the check in clerk the night before. I handed her my credit card and then she pulled up our room and found that my credit card was already on file and that they shouldn't have locked us out in the first place! She then handed me 2 business cards of 2 different managers to complain to. No one accepting any responsibility for this whatsoever.