4/10 Fair
16 Nov 2022
From the hotel to the agent from the app. BAD!!!!
We checked in and were put in a room that was absolutely disgusting! It had hairs and stains all over the sheets and pillow cases. The floor had mud and stains all over the carpet. The walls had missin patches everywhere. The towel rack was just hanging off the wall. There was one small light for the entire room. I called the front desk, they simply came to change the sheets. I spoke to My wife and she called hotels.com from home and they called the hotel. The hotel said they were moving us rooms but yet they weren’t. My wife stayed on the phone with the agent and it was about an hour maybe more of trying to tell them how disgusting it was and that we wanted out of this hotel. They shouldn’t promote somewhere on their site that they don’t check out and make sure is going to at least be clean. After many calls back and forth between the agent and the hotel where they had refused to refund and we were going to pay out of pocket to move hotels The gentleman from the hotel came running to my room and said “I have another room for you”
He then moved me to another area of the hotel. The room was a lot better, yes I found some kind of pill on the floor and there was were some all around repairs that could have been done it was way better than the room I was first put in. Dealing with hotel.com was an absolute hassle and basically “oh well, not our problem” attitudes from the relocation agent. I am EXTREMELY upset by the whole situation!
Verified traveller
2-night business trip
Verified Hotels.com guest review