We had an incredibly disappointing experience at this hotel. Upon check-in, the front desk staff failed to mention that they had changed our room type—without any notice—from two queen beds to a king bed and a pull-out couch. I had booked this hotel specifically for the availability of a room with 2 queen beds. It was shicking to discover only after entering the room. Coming back to the front desk, they stated that they could not rectify the situation as they no longer had any rooms with two queen beds available. The lack of transparency and communication was appalling.
To make matters worse, when I requested a refund for the room, they pretended to process one, only to later reveal that it was merely a refund of the $50 incidental charge. The actual cost of the room had already been charged by Hotels.com.
This experience was riddled with poor customer service, lack of accountability, and zero willingness to resolve their mistake. I strongly advise against staying here.