"I am extremely disappointed with both the handling of my reservation and the lack of honesty regarding my stay. I booked an Extended Stay reservation through Hotels.com, but due to a personal emergency, I was unable to stop and stay at the property and instead had to continue driving through. When I contacted Hotels.com regarding a refund, I understood there was a no-cancellation policy; however, I explained the circumstances surrounding my emergency. Hotels.com initially informed me they would work with the establishment regarding a refund or partial refund. Unfortunately, the hotel then falsely claimed that I had in fact checked in and stayed at the property, which is completely untrue. What is even more frustrating is that no proof of my alleged stay could be provided. There were no records shown to me confirming my check-in, room usage, key access, or any documentation proving I occupied the room. Despite this, the establishment still insisted that I stayed there, which resulted in Hotels.com refusing to issue any refund whatsoever — not even a partial courtesy refund. I understand policies are in place, but falsely reporting that a guest stayed when they did not is unacceptable and extremely concerning. I acted honestly about my situation and expected the same level of integrity in return. Instead, I was charged in full for accommodations I never used and left with no resolution."