"I booked a suite through Hotels.com, upon check-in the Receptionist informed me she had given our suite to someone else, but would assign us a different room. I told her I needed the king suite I prepaid for with the pull out sofa. She 100% did not care or display any compassion, instead she blamed the 3rd party company. She told us our only option was to take a lesser room or go somewhere else, no refunds or suites with sofas. The website however showed several available suites. While we were there, a few others were facing a very similar experience with her. The rooms they prepaid for were not available and no refunds. I like my check-in to be easy, just give me what I paid for. Another issue was dirty carpet, so dirty it will make your feet black. We found black hairs on the sheets and towels. The room above us, and beside us was very loud. Stomping floors and running around all night. The AC blew cold air for a few hours, then started blowing warm air all night.
The only positive thing about this stay was the hot breakfast. It does have an inside pool, but the water was cloudy. "
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