Buyer beware! I had a 5-night stay booked in one of their townhomes. Upon arrival, the home was clearly not clean: stained furniture, blinking lights in the bathroom, dead bugs on the floor, and a rickety bed in the master. I called guest services and the rep was kind and agreed the home was unacceptable. They showed me a smaller condo, but it also had stained furniture and dirty walls. Their final offer was a newer unit in better shape, but it was farther away and too small for our group of 5 plus 2 dogs.
Because I booked through Hotels.com, the property refused to handle it directly and insisted it go through the booking agent. I requested a refund through Hotels.com on Sunday, but the property didn’t respond until Thursday—offering just a 25% refund for a trip I never took. We left within hours of checking in and didn’t stay a single night.
Their customer service acts like a wall—you can’t speak to management, and they keep pushing you back to Hotels.com. Since they offered “options,” they believe no refund is owed. Just know: if something goes wrong, you’ll likely be stuck. We weren’t compensated at all. Find anywhere else to stay but here.