We paid ~$1,000 for two nights — and had a deeply disappointing experience. The air conditioning in our original room was completely non-functional during a summer heat wave, making sleep nearly impossible. Despite reporting the issue early, we were given only a fan and not offered another room until we demanded it late the second night — and only then were moved to a different building. That second room had working A/C but a broken door that had to be forced open and slammed shut.
The hotel later acknowledged there was an A/C issue affecting multiple rooms but never proactively addressed it or provided alternatives until pushed. They initially offered us just $100 in compensation, which is completely inadequate for two nights in an unlivable room at this price point.
We are longtime Hotels.com customers and chose this property because of the location, planning to return regularly. But this experience — and how it was handled — fell far below expectations. We’re asking that Hotels.com intervene and help secure significantly more meaningful compensation that reflects the inconvenience, discomfort, and mishandling we experienced.
Thank you,
Jessica & Bryan Wiener