I booked this hotel through Hotels.com, and the experience was awful from start to finish.
When I arrived, I discovered the sink wasn’t connected… water poured straight through the pipes onto the floor. Even worse, there was what looked like blood smeared near the door handle/lock. The room was unsafe, unsanitary, and completely unlivable.
What made things worse was trying to resolve it. Hotels.com makes themselves nearly unreachable. I tried emailing (the addresses bounce back), calling (endless hold times), and even using the chat feature. Getting an actual human to help is almost impossible. For a company as big as Hotels.com, this lack of accountability is unacceptable and I’m still struggling to get a refund.
I expected Hotels.com to at least stand behind their bookings and make the process easier, but instead I’ve been stuck chasing customer support with no results.
If you’re considering this hotel — don’t. And if you’re booking through Hotels.com — be aware that if something goes wrong, you may be on your own.