The single worst experience we have ever had at a hotel and we travel to Europe every year. First, our key did not work. Back down for a new key. It worked BUT SOMEONE WAS ALREADY IN THE ROOM! We walked in to find a husband & wife in their bed! NO APOLOGY from the reception desk. In fact, they did not believe us! They called their room at 11:30 at night to make sure. Then they stuck us in a room with chipped and worn-out furniture, no air conditioning in the bedroom, no towels, a broken TV and no wifi. The Manager told us there was nothing she could do for us -- not even an apology, as it turns out. We would have to try and get any sort of refund (or apology) from Expedia. Believe me, we will demand a refund.