While I checked in, the building manager made fun of my face mask -- the mask was intended to protect others and myself from potentially fatal disease.
The room itself did not have working heat. The building manager came in and confirmed the heat wasn't working (in this room and also other rooms). He offered us a space heater but it didn't do a good job.
Also, the sheets looked like they might have bedbugs.
The building manager said some of the rooms still didn't have working phones after a storm several months ago. Even though this room's phone was working, this indicated possible other things wrong with the building/room.
Finally, some of the ceiling tiles were out of place, indicating possible other things wrong with the building/room.
We told the building manager we weren't satisfied, and he offered us a full refund. We then found another hotel and then checked out of this one shortly after checking in.
We then called Hotels.com to request a refund, and when Hotels.com called the building manager about this he approved a full refund. Hotels.com then told us we will receive a full refund.