I booked the room using Hotels.com for a business partner of mine that was visiting our corporate office. It was a two night stay. Upon arrival, her room had a malfunctioning AC/heat unit and the temperature would not go below 83°. I understand mechanical issues happen, but it was disappointing that they couldn’t fix the issue or switch her room that night.
The next morning they offered her a different room… And when she was moved to the new room, her and her husband were greeted with a large pile of dog waist in the middle of the new room. Literally, a pile of dog crap in a hotel room that was supposedly cleaned.
Since the rooms had been prepaid through Hotels.com, the front desk, staff suggested that I call Hotels.com so they could request a refund. When the agent at Hotels.com contacted the property, she talked to two different people at the hotel, one being the manager, and they both declined the refund… And instead offered $20 in snack vouchers, and some Marriott points. I can’t imagine what type of conditions qualify for a refund… But I would hate to see what it takes to have that hotel really care enough about customer service to offer a refund… I guess feces on the floor isn’t a big deal to them.