I booked and prepaid for a two-night stay—described on Hotels.com as including a queen bed, a double bed, and a sofa—for four adults.
The hotel did not honor the reservation. Upon arrival, I was given a room with just one bed and a small sofa. The sofa bed was very narrow, sleeping only one person. We arrived late, and no other room was provided. My two daughters had to sleep on the floor using the sofa cushions and mattress. We had to ask for bedding because none was available in the room. The next day, I asked them to honor my original reservation, but the staff members were unfriendly; they told me that was the room I had paid for and there was nothing they could do. From his office, the manager instructed them to tell me I could have the correct room for an additional amount of money. After considering the situation and wanting to avoid escalating the conflict, I decided to pay the extra amount. Later, I noticed my credit card had been charged twice that amount. I asked them to check this, and they told me they would only charge once and that the extra charge on my card would disappear in a few days. I hope that turns out to be the case.