While my actual stay was acceptable, the way this hotel has handled a promised refund has been completely unacceptable.
The issue started when my room was not ready at check-in. Check-in was from 3:00 PM, yet my room was not available until after 6:00 PM. Because of this significant delay, I was promised a refund on my stay, which I was told would be processed within 20 business days.
That refund never arrived. For more than two months, I have repeatedly tried to contact the hotel by email and through messages on Hotels.com, and I have received absolutely no response whatsoever.
Being kept waiting for hours on check-in is frustrating enough, but being ignored when trying to follow up on a promised refund is even worse. The complete lack of communication and customer service is extremely disappointing and has left me with a very negative impression of this hotel.