"When we booked this room, we had no idea that is was set up more like a motel than hotel. (It does not show this in any of the pictures or mention it in the description) The room doors are accessible to public, right off the parking lot in some cases, and we did not feel safe staying in this type of room. When we explained this to the manager on duty, we were told that the owner would not issue a refund. When I contacted Hotels.com, they said that it was up to the property owner to issue the refund. Not to mention that there were several employees (hopefully off the clock) sitting in the lobby by the check in counter, having a very loud conversation. We were fortunate to find another hotel nearby that had rooms for both days we were in need.
On a secondary note, although the pictures of the lobby were accurate, the pictures of the rooms WERE NOT. The bathtub was gross and the furniture looked like it was from a frat house and was rotting away in the place were the fridge had leaked. The wall paper was peeling away from the wall at the baseboards and the linens just looked tired. If we had stayed in the room for longer than five minutes I would have made sure to take more accurate pictures for them. This is the first time I have ever been disappointed by a booking thru this service and I have used them since 2014. I will NEVER prepay again. If that is the only option, I will look elseware!"
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